Call Quality Analyst @ Conviction

Job Description

Job Duties/Responsibilities: 

• Providing active feedback to agents through Call/ID & generating audit trends as defined or as per critical needs without compromising total target audits in 80% of available time
• Implementing Quality Monitoring Standards & Monitoring ID movements/follow-ups taking corrective measures towards improvement
• Participate in huddle sessions, share inputs with Team members related to error trends, process updates and technical issues. Working in close tandem with Assistant Managers and SME's on the process for an excellent team and process performance
• Quality Analysts contact all the dissatisfied customers and provide a detailed analysis to improve customer experience.
• Required to provide detailed analysis for escalations, product and process changes/launches.
• Coordinate for calibration sessions and adherence towards enhancing calibrated process performance
• Execute and follow-up on the Coaching & Action Plans
• Work on the latest quality tools
• Ensure Learning and delivery through implementation of Quality tools as Lean, Kaizen and Six Sigma for achieving internal and client goals on process quality performance
• Performance Analysis depending on client & process requirements

Qualifications

• Experience on feedback and coaching techniques, ensuring improvement of the process through Quality tools on Lean, Kaizen and Six Sigma

Work Experience:

• Should have been a Quality analyst for at least 2 year in similar role, Telecom is preferred 
• Experience in call center environment is a must 

Employement Category:

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Keyskills:   call quality inbound process call audit outbound process quality audit quality assurance international voice process call quality audits call quality analyst call monitoringcall quality