Quality Analyst-BPO(Domestic)

Quality Analyst-BPO-Domestic process ( Banking or Travel)

Experience- 2+ years

CTC-Up to 4 LPA

Role and Key Responsibilities:
• High performance delivery on all quality parameters.
• Audit transactions on Product/process and other required parameters.
• Conduct audits and feedback for the targeted population with the objective of improving scores.
• Effective Planning and Prioritization to drive performance.
• Effectively share knowledge through timely closure of all client/quality updates.
• Drive Continuous Improvement in the team along with metrics improvement.
• Customer/Client Interactions.
• Data Collection and Analysis
• Data analysis and making designated reports and presentations.
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Make recommendations and drive improvement.
• Provide mentorship to new hires.
• Reduce the learning curve and help enhance product/process knowledge of new team members.
• Ensure that internal policies procedures, and compliance regulations are being followed.
• Leverage process knowledge to proactively identify areas of concern & highlight to the relevant stakeholders.
• Prepare TNA, publish and execute for 100% closure.
• Real Time Support (Production/Live Support) on the floor as per the business requirement.

Key skills & knowledge:
• Overall 2+ years of experience
• Must have the ability to work under pressure.
• Understanding of the Audit & Coaching process.
• Excellent writing and comprehension skills.
• Extremely good verbal & written communication skills.
• Technical knowledge of English communication - sentence construction, grammar, punctuation etc.
• Ability to observe, analyze and give constructive feedback.
• Presentation, Feedback & Coaching skills.
• Hands-on experience on MS-Office; preferably on MS-Excel, Power Point.
• Customer orientation.
• Customer Service Attitude.
• Effective problem-solving skills.
• Highly energetic & enthusiastic.
• Interpersonal skills and Teamwork
• Analytical and Quantitative skills
• Data Handling / data interpretation
• Process orientation & structured thinking.

Educational Qualification: Graduation