Job
Description
We have a job opportunity with one of our client for Quality Analyst at Bangalore location
Job details :
Role : Quality Analyst - Customer experience(BPO)
Experience : 1 - 3 Years
Location :Bangalore
What is the job like?
1.Create a strong Quality framework that is designed to offer the best in class customer experience
2.Educate and certify new hires on the Quality framework, assessment process, and feedback
mechanism.
3.Develop and Maintain a repository of all processes on the products and services offered
4.Create a plan for frequent testing of agent understanding of the processes in collaboration
with the Training team.
5.Conduct audits as per prescribed requirements for the support teams.
6.Liase with a 3rd party (as applicable) for conducti ng audits.
7.Run regular periodic tests and assignments to measure competency of agents using the
processes.
8.Provide feedback on the areas of improvement, create plans for bottom quartile
improvements to move to top of funnel.
9.Manage/resolve disputes related to quality scores. Conduct calibration sessions and ensure
alignment.
10.Ensure support teams perform at a prescribed service quality level. Create glide path to reach targets that are created and met.
11.Ensure scores for all new hires are met within acceptable ti me frame.
Conduct DSAT analysis, work with support teams to meet NPS targets.
Who should apply for this job?
1.1-2 years (BFSI preferred) in a quality role either a direct QA or/and handling a team
2.Graduate from a reputed university. Post graduate degree will be an advantage
3.Familiarity with CRM and other Contact centre tools
4.Worked with Vendor partners, external clients. Strong collaboration with internal and external stakeholders
5.Great communication skills, both verbal and written.
6.Manage and conduct 1:1 sessions and be able to provide critical feedback
7.Quality focused and strives to raise the bar on quality benchmarks
8.Attention to detail, Data orientation, analytical skills to identify trends and deviation
9.Conduct training sessions, provide feedback and monitor progress
10.Focused on driving continuous improvements.Training capability will be added advantage
11.Open to third party payroll