Business Process Management Specialist
4 weeks ago
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 FirstsourceFirstsource 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
- 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.
Any Graduate
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