Openings for Quality Analyst - BPO - Mumbai
- Aspire Consultancy
- 2 to 7 Yrs
- Mumbai
- 2 years ago
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Job Description
Job Responsibilities
Monitoring the required number of calls and giving accurate feedback to the CCEs.
Implement key initiatives for process improvement
Constant updating of call center core processes
Data Analysis Strong Analytical skills with an ability to draw conclusions from data (Error Analysis and Root Cause Analysis for process deviations)
Provide data inputs to internal stakeholders
Flexibility and Availability for any ad-hoc business requirement
Ensure Confidentiality, Availability, and Integrity of Data
Establish controls on Transaction Processing aiming for a Zero Compliance Defect Output
Understand customer expectations and build in the required changes into the processes
Collecting data and creating reports that would provide Daily operational feedback to the client on the operations.
To take calls as per business requirements and as part of process compliance
To appear for internal and external knowledge tests on a regular basis
To actively participate & lead in the call calibrations
Protecting the confidentiality and integrity of information (client/business related) used in course of work at all time including but not limited to user ids & passwords.
Awareness of access rights to information & information systems.
Reporting information security incidents including but not limited to suspected viruses immediately.
Ensure that critical data in the folders where it can be backed up & same is informed to Technology
Being a team player with a very pro-active approach.
The incumbent should have excellent analytical, problem solving capabilities and lateral thinking skills
Deep domain process / domain knowledge with ability to interpret scenarios in respect of process compliance based on facts and data.
1 + years of experience in the domain
Expertise in MS tools is a must (Excel, Word, PowerPoint)
Good Knowledge of Audit and Evaluation function
Analytical bent of mind
Ability to handle pressure and a natural go getter
Excellent verbal and written communication (English)
Work independently
Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Customer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: Openings for Quality Analyst - BPO - Mumbai
Contact Details:
Company: Aspire ConsultancyLocation(s): Mumbai
Keyskills: kaizen call monitoring call audit quality checker
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