Sr.Quality Analyst- Collection Process

1 month ago

india Firstsource Full time

A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.

To know more about Firstsource please visit our website


Job location : Mumbai

Position : Sr.Quality Analyst- Collection Process

Division : BPO

Experience : 2-4 years of experience in relevant role


Key Skills :

  • Monitor agents to identify errors, deviations & initiate corrective measures.
  • Provide actionable data to various internal support groups as needed.
  • Generate account specific QA reports based upon predefined contractual criteria and provide inputs to
  • Create & maintain timely & accurate QA database.
  • Conduct feedback sessions with Agents.
  • Participate in design of call monitoring formats and quality standards.
  • Compile and track performance at team and individual level.
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Coordinate and facilitate call calibration sessions for call center staff.
  • Provide feedback to call center team leaders and managers.
  • Prepare and analyze internal and external quality reports for management staff review


Know-How

Critical:

*Good written and verbal communication skills & team management skills.

*Familiarity with the DMAIC Approach

*Overview of Internal Audit procedure

*Familiarity with COPC compliance requirements

*Good knowledge of spreadsheets and graphs, ability to create and present Power Point presentations.

*Follow and ensure compliance to the Information Security Policy Statement, the Acceptable Use Policy and the Information Classification Policy

*Abide and check conformance by team members to the Do’s and Don’ts explained during the security briefings / announcements.

Eligibility:

Any Graduate


Contact details

Reena Baldota

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