Process Improvement Specialist

1 week ago

Ghaziabad, Uttar Pradesh, India beBeeExcellence Full time ₹ 9,00,000 - ₹ 12,00,000

Job Title: Process Excellence Specialist

About the Role:
  • This role is responsible for ensuring the quality of our customer interactions through thorough audits and feedback.
  • You will be assessing the performance of our associates who deal with customers, focusing on their demeanor, technical accuracy, customer service, and adherence to company policies.

We Are Excited About You If You Have

  • The ability to complete Call Monitoring and Feedbacks as per Service Level Agreements or internally defined standards.
  • Performs call monitoring and provides trend data to the concerned team.
  • Understands process/function goals and helps the team achieve them.
  • Conducting Calibration Sessions and initiating Action Plans for reducing Variance.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Multitasking and time management skills.
  • Ensure Adherence to Process Quality SLAs.
  • Coordinating with clients on process-related issues & updates.
  • Takes others' perspective into account when communicating, negotiating, or presenting arguments.
  • Listens & clearly presents information.
  • Demonstrate expertise in functional knowledge and applies it in aligned projects.

Requirements

  • Should have more than 1+ year of experience in collections processes.
  • Preferred 3rd Party or 1st Party Collections experience.
  • Must be self-motivator and self-starter.
  • Attention to detail, time management, and decision-making skills.
  • Vigilant in following up to ensure developed plans addressing issues have been implemented.
  • Demonstrate flexibility and a sense of urgency.
  • Must adapt well to change and successfully set priorities.
  • Ability to multitask and operate in a fast-paced team environment.
  • Creative ability & writing proficiency.

Qualification

  • Bachelor's degree
  • Excellent verbal, written, and interpersonal communication skills.
  • Exceptional listening and analytical skills.

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