Quality Analyst & Team Leader @ Plada Infotech

Job Description

Dear Candidate ,

Greeting From Plada Infotech !

Hiring for 3 QA & 2 Team Leader (voice/call monitoring/call audit/ Team Handling/ Team Coach) profile in yes bank Airoli Navi Mumbai location

Qualification : Graduation/PG

Salary :between 15K to 22K

Experience :voice/call monitoring/call audit/ Team Handling/ Team Coach/ Banking Experience/ Team Leader/ Quality Analyst

Work from office job.

Payroll : Third Party Payroll (Plada Infotech)

Experience : 1 to 3 yrs

Duties and Responsibilities
a. Call Quality Management calls monitoring, voice of customer, Mock call certification for the officers, creating awareness on regulatory, voice of customer and calibration session and meeting quality guidelines of the Bank.

b. Giving effective feedbacks to improvise the call quality and also keeping a check on the application of the feedback given.

c. Eye for detail Analysing the movement of quality scores of the officers

d. TNA Training need analysis to be done to understand if the refreshers need to be arranged on the floor also verify the learnings by taking assessments

e. Data management Collating data and reporting the call scores, cross selling etc.

f. Being part of the selection process and recruitment of officers for CASA VRM

g. Training of team for Product, Process and System. Also, driving brand awareness through communication of Yes Bank brand ,philosophy, identity and standards for representation.

h. Mentoring Teams to meet Quality standards, following good practices - by improving communication skills, soft skills and selling techniques.

i. Run reports, MIS and analysis on Team and Agent performance on quality parameters and cross sale.

Intersted Candidate mail your updated resume at ap***********r@pl**********h.com

or can contact7506015744

Regards,

Apeksha Wadkar

Hr Recruiter - Team Leader

Plada Infotech

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