QUALITY ANALYST

Aabhash Aabhash Jul 20, 2019 1228 0

QUALITY ANALYST – DIRECT WALK IN

3 - 6 Years

Hyderabad

Job description :

Position : Quality Analyst - (Data / Voice/Non Voice)
Location : Hyderabad
Experience : 3-6 Years
Education : Any Graduation
Certification : Lean, Six Sigma & Business Analysis (Preferred)

Key Skills:

Minimum 2 years of QA experience in International BPO /Call Center
Candidates with US healthcare experience Preferred
Must have excellent written, verbal and presentation communication skills
Willingness to work in night shifts
Good keyboard and MS office skills ( Word, Excel & PPT)

Responsibilities:
Responsible for call/data quality monitoring
Provide feedback to agents using prescribed feedback model
Mentoring and coaching agents on process level issues
Monitor adherence to compliance procedures and processes
Responsible for reporting program level quality score to the process owners
Responsible for conducting calibration and performance review call in terms of quality with the internal team
Conduct refresher training on the basis of the errors identified
Communicate process updates by conducting a session as and when required
Maintaining update log and sharing it with the team on a regular basis
Perform brainstorming and root cause analysis to analyze data and provide tips or suggestions to operations/management team.
Identify and highlight potential risk areas and recommend preventive action

NOTE : WE ARE LOOKING FOR IMMEDIATE JOINERS / CANDIDATES WITH SHORT NOTICE PERIOD PREFERRED