Executive - Quality Assurance

7 days ago

Pune, India Credence Resource Management Full time

**Job Title - Executive**

**Department - Quality Assurance**

**Job Role**
- Monitoring calls and providing feedback to a team of approximately 50-100 CSE’s
- Identifying areas of opportunity and creating plans of action for bottom quartile performers
- Organizing and facilitating call calibrations (inter and intra department)
- Investigation of internal and external complaints
- Conducting daily/weekly briefing and review sessions with the unit
- Conducting trainings for on-floor agents to improve productivity
- Participates in design of call monitoring formats and quality standards
- Uses quality monitoring scores to compile and track performance at team and individual level
- Provides actionable data to various internal support groups as needed
- Prepares and analyses internal and external quality reports for management staff review
- Act as a Subject Matter Specialist on Quality improvements for the assigned portfolios

**Desired Skills**
- Minimum 1yr of Third Party Collections experience
- Should be comfortable working in night shifts
- Should have excellent communication skills
- Ability to Mentor agents & Ability to give feedback and identify training needs of agents
- Preferred Qualification - Any Graduate

**Salary**: Up to ₹500,000.00 per year

**Benefits**:

- Commuter assistance

Schedule:

- Night shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 2 years (required)
- Quality Analyst: 2 years (required)
- International BPO/ US process: 1 year (required)

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