Quality Analyst

3 weeks ago


Chennai, India Truce Titanium Taurus Full time
Monitor and analyze customer interactions (chats, e-mails, calls & social media posts) across various LOBsGives constructive feedback to associates and derive action planFree flow written communication skills and excellent oral skills requiredShould be able to analyze gaps and strategize to meet KRAsRoot cause analysis to identify opportunities to improve customer experienceProvide actionable data to various internal support groups as needed through reports and analysisUnderstands process/function goals and help the team to achieve themCompleting Call Monitoring and Feedbacks as per SLA or Internally definedConducting Calibration Sessions and initiating Action Plans for reducing VarianceDemonstrate expertise in functional knowledge and the ability to apply them in the aligned projectAbility to coach associates and peers on Quality tools pertaining to the projectIs able to understand the impact of individual performance to meet / improve own targetsCoordinating with the client on process related issues & updatesEnsure Adherence To Process Quality SLA'sListens & clearly presents informationPresents appropriate information in a clear and concise manner, both orally and in writing.Takes others perspectives into account when communicating, negotiating or presenting argumentsAdapts communication style to suit othersDemonstrates high levels of integrity and personal standards in all work related situationsReport to work at the agreed-upon time, ready to work with a cooperative and positive attitudeWorks with Cross-Functional Teams to ensure that both internal and external customer needs are met


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