Business Process Management Specialist

4 weeks ago


Delhi, Delhi, India Firstsource Full time
Job Title: Sr. Quality Analyst - Collection Process

Firstsource, a leading provider of customized Business Process Management (BPM) services, is seeking a highly skilled Sr. Quality Analyst - Collection Process to join our team.

About Firstsource

Firstsource is a trusted custodian and long-term partner 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.

Key Responsibilities
  • 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
Requirements
  • 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



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