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▷ [High Salary] Senior Quality Analyst

3 months ago

Hyderabad, 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, 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 location :Hyderabad

Position : Sr.Quality Analyst- Voice 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

Padmapriya

Email-