Quality Analyst

Job Description - Quality Analyst - JMD Megapolis ()Quality Analyst - JMD Megapolis() Description

Job Title

Quality Analyst-Services

Department

Services-Credit cards

Grade

Officer/AM

Location

Gurgaon

Reporting To

Senior Manager, Quality

A. Position Purpose

The analyst will also be responsible for facilitating calibration sessions in adherence to our quality program.

The Quality Assurance Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Manager and monitors the result of stated recommendations.

B. Position Responsibilities

Sr.

Key Responsibilities

1

Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.

2

Conducts end to end RCA on all escalations to understand reason for incidence and to validate findings of the complaints management team.

3

Provides structured and timely RCA and recommendations; verbal and/or written feedback to Frontend leadership and agents

4

Performs quality assessment of email responses to check for factual correctness and conformity to processes.

5

Prepares and analyzes internal and external quality reports for management staff review.

6

Performs mock calls with new hires post-training to determine readiness for moving into support.

7

Uses CallCenter tools to gather data and analyze trends or patterns affecting quality.

8

Perform other duties as assigned.

C. Qualifications and Experience Requirement

Qualifications

Essential

Graduate with a minimum of % of passing marks.

Experience

Essential

Credit Cards/ Banking profile-knowledge of credit card product /dynamics essential

Previous Customer service experience mandatory-minimum 1 year

D. Competency Requirements

a. Technical Skills

Skill

Attribute

Communication; MS office; v+

Outstanding customer service skills and dedication to providing exceptional customer care;

Excellent communication skills to effectively engage with stakeholders

Excellent English language-both written as well as spoken-essential

Knowhow of Vision Plus/ Credit cards related application desirable.

Proficiency of MS Office essential.

b. Behavioural Skills

Skill

Attribute

Team player; interactive

Robust interpersonal skills for collaborating with various Units for facilitating closures.

Effective team player

Must be self-motivator and self-starter;

Exceptional listening and analytical skills;

Solid time management skills;

Excellent verbal, interpersonal communication skills; & writing proficiency

Work Locations
:|JMD, Megapolis3Rd Floor, Jmd MegapolisSector-,Sohna Road Gurgaon Gurgaon

Job Posting
:Aug , 9|

Unposting Date
:|Ongoing