Quality Analyst-BPO(Domestic)

Quality Analyst-BPO-Domestic process ( Banking or Travel)Experience- 2+ yearsCTC-Up to 4 LPARole 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 AnalysisData 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 experienceMust 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 TeamworkAnalytical and Quantitative skillsData Handling / data interpretationProcess orientation & structured thinking.Educational Qualification: Graduation