Quality Specialist

4 weeks ago

Pune, Maharashtra, India FPL Technologies Full time

Job Description : Quality Analyst

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.

Primary Responsibilities

  • 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 Required

  • Should have Role Experience of minimum 3 - 5 Years as a Quality Analyst Domestic Collections Center in Banking(Credit Card/Personal Loan) must be a graduate
  • Should have hands on @MS- Office; specifically; Excel/PowerPoint/Word
  • Quality Tools- Pareto, Check list
  • Experience in Collections is Mandatory.

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