Transactional Quality Analyst

4 weeks ago


bangalore, India KreditBee Full time
Job Title
Quality Analyst (Transactional Quality)

Required Knowledge:
  • At least one year of experience as a QA in the service Industry, with a solid track record in a Customer Service role and basic knowledge about Transaction Quality
  • Intermediate proficiency on MS Excel and PowerPoint
  • Language Proficiency - English, Hindi and any regional languages
  • Demonstrated knowledge of Six Sigma, basics of statistics and Lean
Key Responsibilities:
  • Monitoring calls and all types of business transactions with end users
  • Adhering to the periodic quality monitoring targets set for each sampling type assigned
  • Timely, accurate and effective feedback and mentoring to agents based on the transactions monitored. Ensuring the agents are aligned to the Voice of the Customer and understand the monitoring standards clearly
  • Create agent development plans, RCAs, Corrective plans and provide actionable insights and recommendations to business based on observations from escalations, VOC and Quality Monitoring data
  • Identify, Analyse, Suggest, Develop, Implement and Evaluate solutions to boost customer experience and reduce customer effort or pain
  • Prepare accurate and Timely MIS/reports based on agreed periodicity
  • Ensuring continuous and consistent calibration of self for any changes in the process or quality SOPs
  • Partnering with the training team to facilitate new hire orientation sessions on quality
Qualification: Any Graduation or Post Graduation

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