Quality Analyst
3 weeks ago
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Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
· Finding sales opportunities from calls
· Evaluate agent's effectiveness and implement corrective actions
· Evaluate Trainer/QA effectiveness and report to AM/DM/Manager
· Participate in calibration of Trainers, QAs and Voice Coaches within the team
· Support Front Line Recruitment Teams to assess the quality of new hires
· Analyze and report findings
· Prepare TNA, publish and execute for 100% closure every month
· Conduct batches in cases of emergencies
· Communicate with other Functions and Clients
· Provide quality floor support, feedback, refresher and corrective training
· Track and report improvement
· Develop & publish Quality dashboards
· Audit Chat/email and Voice interactions on Product/process, Communication and soft skills parameters
Key skills & knowledge:
· Excellent communication skills-Hindi, English is mandate
· Good Knowledge about computers IT Hardware
· Good people management skills
· Analytical / Quantitative skills, Data Handling / data interpretation
· Planning, Decision making and continuous improvement
· Ability to prioritize and Ability to meet deadlines
· Multi-tasking, Detail oriented and ability to work under pressure.
· Strong organizational and Presentation skills
· Time Management, People Management skills and Self-motivated
· Must be flexible to work in 24X7 environment and 5 days
Educational Qualification :
· Preferred Technical Graduate
Disclaimer:-
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'
Location:
IND Hyderabad - Unit No. 601 6th Flr Part C, Maximus 2A
Language Requirements:
Time Type:
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