
Call Quality Analyst
2 days ago
Job description :: Quality Analyst
Quest to work in real professional atmosphere that enables to cope-up with emerging as well as latest
technology and quality procedures with a scope for widening spectrum of knowledge in the role of Quality
analyst.
Responsibilities
• Perform unbiased Quality audits and analyse results to determine process improvement
opportunities.
• Should be able to handle 1:40 ratio of callers.
• Analyse current tele-collections processes and identify gaps or defects to improve overall
effectiveness and take-up the inputs with all stakeholders.
• Define/recommend process improvements to meet current and future collections
targets/standards.
• Quality analyst will ensure that callers aligned to current processes and procedures (e.g., review
recorded agent conversations wrto SOP, identify/communicate opportunities for improvement)
• Work directly with agents/leads to improve overall performance by taking various initiatives like
Dipchecks, call listening sessions, BQM, regular/structured feedbacks, daily briefings, TNI etc.
• Review/monitor results of appeals work and escalate as necessary. Also, should come-up with the
structured action plan. (e.g., rebuttals)
• Demonstrate understanding of applicable tele-collections Quality requirements/ guidelines (e.g.,
escalation procedures)
• Adhere to established Quality processes, procedures, requirements and guidelines, and ensure
adherence by all applicable stakeholders.
• Upskill trainings: Identify and train the bottom performers for the alignment and ensure to uplift
their performance.
• Being part of calibrations, call listening sessions with cross functions etc
Desired Candidate Profile
• Candidate must be graduate in any field
• With at least 1.5-4 years experience as a tele-collections Quality Analyst in a BPO set up
• Strong verbal and written communication skills
• Background in Banks/NBFC/FinTech is a plus
• Strong attention to detail and desire to follow procedure
• Proficient @ MS Office & G-suite applications
• Should be proficient & spontaneous in English, Hindi and any 3 south regional languages is must.
• Should be passionate for growth
• Should be open to work six days in a week
• Should be open to work from office
Job Location: Bangalore
Shift Timings: 10:00 to 7:00 (6 Days working)Role & responsibilities
Preferred candidate profile
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