Call Quality Analyst

2 days ago

Bengaluru, Karnataka, India Dpdzero Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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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