Quality Analyst ||Pune
- IGT Solutions
- 1 - 5 years
- Pune
- 9 months ago
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Job Description
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Position: Quality Analyst
Location: Gurgaon
What you would be doing?
- Quality Goal Execution: Transform quality objectives into actionable daily tasks for teams, ensuring consistent performance without errors.
- SLA Management: Lead initiatives to meet contractual SLAs related to quality audit targets.
- Risk Identification & Feedback: Identify risks in operations and provide feedback and actionable recommendations based on audited interactions within specified timelines.
- Team Briefings: Conduct team briefings on performance, qualitative insights, process updates, and top errors identified through monitoring and Q&A sessions.
- Calibration & Quality Sessions: Lead calibration sessions and transaction checks with cross-functional teams to ensure consistent quality standards are maintained.
- Data Analysis: Produce and monitor variance and flux analysis to identify improvement opportunities in the process.
- Regular Performance Checks: Perform regular checks to highlight and address any abnormalities, ensuring these are communicated to relevant internal teams.
- Coaching & Mentoring: Coach agents and review performance based on key metrics like FCR, C-SAT, and AHT. Provide ongoing feedback for continuous improvement.
- Visual Management: Track team-wise daily and MTD (Month-to-Date) scores on Quality, CSAT, and CCR to identify process or technology gaps and suggest recommendations for improvement.
- Collaboration: Partner with training and supervisory teams to update training materials and address focus areas aimed at continuous quality improvement.
- Mentorship: Mentor and train junior team members, fostering skill development within the team.
- Client Liaison: Collaborate with clients to propose and implement quality improvement initiatives.
Knowledge & Skills:
- Language Proficiency: Fluent in English with strong verbal and written communication skills.
- Interpersonal Skills: Ability to effectively engage and relate with a multicultural and diverse team.
- Coaching & Feedback: Strong skills in coaching, providing constructive feedback, and supporting team members development.
- Analytical & Listening Skills: Exceptional listening abilities and strong analytical skills to identify issues and suggest improvements.
- Experience: At least 1 year of experience in a similar role within a BPO or contact center environment.
- Technical Skills: Proficiency in MS Office (Excel, Word, PowerPoint).
- Education: Graduate in any discipline.
What are you signing up for ?
- Competitive salary
- Health and wellness programs
- Career advancement opportunities
- Comprehensive career development
- Promising career progression
- Comprehensive training and development throughout your tenure
- World class work culture, you would not want to miss!
Interested candidates can share their CVs at So*********1@ig*********s.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality Assurance, Role Category: Business Process QualityRole: Call Quality AnalystEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Pune
Keyskills: BPO Call Monitoring Call Audit Quality Analysis Calibration Call Quality Business Process Outsourcing Travel Process Credit Cards Chat Process
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