Quality Analyst
2 weeks ago
About FPL Technologies:
Credit cards haven't changed much for over half a century so our team of seasoned bankers, technologists, and designers set out to redefine the credit card for you - the consumer. The result is OneCard - a credit card reimagined for the mobile generation. OneCard is India's best metal credit card built with full-stack tech. It is backed by the principles of simplicity, transparency, and giving back control to the user.
JOB DESCRIPTION
Role: Quality Analyst - Collections (Non- IT)
Location: Pune, Aundh
Opportunity:
Join our dynamic team as a Quality Analyst and contribute to the financial well-being of our customers by assisting them in managing their outstanding credit card bills.
What you will do:
- The Quality Analyst will be responsible for completing quality checks of the calls taken by In-House frontline associates and Agencies across PAN India
- The Quality Auditor is responsible for completing the audit set targets Daily/Weekly/monthly basis for Calls/Chat/Email for In-House & PAN India Agencies
- Performing the audits and preparing the audit scores on a Weekly/Monthly basis
- Giving constructive feedback through various coaching techniques
- Knowledge of Quartiles and ensure performance improvements of Bottom Quartile
- Conducting Calibration for In-House OPS Team Leaders, Managers & TTQ on a Weekly basis
- Perform Performance Knowledge Test on a monthly basis
- Analyze parameter wise defects and training needs
- Maintaining and delivering process updates
- Responsible for refresher training of In-House & PAN India Agencies
Experience Range: 3 - 5 Years of experience as Quality Analyst. Preferred experience in Domestic -Collections / Call Center in BFSI (Credit Card/Personal Loan).
Qualifications:
- Any graduate/Post graduate
- Should have hands on @MS- Office; specifically; Excel/PowerPoint/Word.
- Communication : Very Strong written and verbal communication skills (English and Hindi)
- Quality Tools- Pareto, Check list
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