Quality Analyst
- Acme Services
- 2 to 5 Yrs
- Bengaluru
- 2 years ago
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Job Description
Roles and Responsibilities
Responsibilities:
- Develop, create and implement quality processes and procedures as well as providing recommendations for enhancing the quality program as needed.
- Audit Inbound/Outbound calls, Ticket responses, Chat responses and provide accurate feedback on areas of improvement.
- Conduct refresher training, educate and mentor team members on quality trends.
- Root cause analysis as per requirement and Handle calibration sessions.
- Reviewing, updating and version controlling on SOP through TNI.
- Work closely with the operations functions to achieve organizational goals.
- Collaborate with internal teams to identify and implement workflow gaps and areas for process improvement opportunities.
- Provides mentoring, training and assistance to new and existing team members.
- Compiles, analyzes and reports volumes and productivity to the management.
- Contribute to continuous improvement activity within your team.
Requirements:
- Effective communication, Interpersonal skills, confident speaking skills and ability to deal with diverse groups of people.
- Must be able to effectively communicate and deal with stakeholders.
- Must demonstrate the ability to work independently & drive business objectives in a rapidly changing environment.
- Comfortable with multitask, prioritization and time management.
- Must have strong customer service aptitude with the ability to resolve problems and escalated issues.
Employement Category:
Employement Type: Full timeIndustry: Banking / Financial Services
Role Category: Quality (QA-QC)
Functional Area: Not Applicable
Role/Responsibilies: Quality Analyst
Contact Details:
Company: Acme ServicesLocation(s): Bengaluru
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Keyskills: root cause analysis training operations outbound calling quality analysis quality analyst
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