Quality Analyst

6 days ago

Gurgaon, Haryana, India Outpace Consulting Services Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Hi,

We are hiring for Leading ITES Company Quality Analyst- Collections Role .

To Apply, WhatsApp 'Hi' @

Follow the Steps Below:


Click on Start option to Apply and fill the details

Select the location as Other (to get multiple location option)


a) To Apply for above Job Role Type : Job Code # 328

Job Description:

  • Minimum 3 to 5 years of overall experience
  • At least 1 years of experience in managing quality for B2B (Business to Business) Collections process.
  • Track Key Quality Assurance Metrics: Monitor key performance indicators (KPIs) related to call quality, adherence to policies, and customer satisfaction.
  • Provide Regular Analytics Reports: Prepare and provide regular reports to the management, highlighting quality metrics and suggesting process improvements.
  • Develop Product Knowledge: Continuously improve your knowledge of products and call center performance requirements.
  • Maintain and Develop Standards: Ensure compliance with internal support and call center quality assurance standards.
  • Review Support Interactions: Evaluate a subset of support agents conversations (calls, emails, chat, etc.) based on established quality standards.
  • Constructive Feedback: Accompany evaluations with meaningful and constructive feedback to help agents improve their performance.
  • Resource Specification
    • 100% WFO (work from office)
    • Willing to work in night and rotational shifts.
    • Prior experience in managing quality for B2B Collections process in International BPO
    • Proficiency in MS Office tools
    • Good Communication & Presentation Skills
    • Good understanding of six sigma tools in quality preparing histograms, 80/20 analysis, fish bone, call quality and transaction quality attributes.

Key Skills

a) Any Graduate

b) Min 3 Years of Overall Experience

c) Min 1 Year Experience in Quality in B2B Collections

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