Opening for Quality Analyst for Bangalore @ Sharda It Services

Job Description

Job Description. Role- Quality Analyst Work Location-Manyata Tech. Park Bangalore Notice Period-0-15 Days Total experience-2-5yrs Timing-Rotational shifts. The Quality Analyst is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements. Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email. Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders. Participate in calibration sessions with Clients to ensure scoring consistency and best practices. Participate in internal quality audits. (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes. Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies by going through internal knowledge hub. Exposure to Customer Satisfaction and worked on DSAT analysis (RCA) to improve the CSAT performance. Thorough understanding and implementation of Quality Concepts Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals. Key skills & knowledge: Must have a minimum of 2 years experience as Quality Analyst. Qualified candidates must have experience in a customer service environment with emphasis on quality improvement. Self-starter, sense of urgency and works well under pressure. Demonstrated ability to multi-task and meet timelines or deliverables. Proficient in Microsoft Office. Must have demonstrated strong organizational, time-management, and written and oral communication skills. Having LSSYB/ LSSGB is an added skillset. Ability to constructively confront peers and colleagues with value added input, feedback and assessments. Flexible to work in rotational shifts

Employement Category:

Employement Type: Full time
Industry: IT Services & Consulting
Role Category: Customer Service (International)
Functional Area: Not Applicable
Role/Responsibilies: Opening for Quality Analyst for Bangalore

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Keyskills:   customer service quality improvement Microsoft Office Quality Analyst LSSYB LSSGB