Job Description
Role :
Outlines the Quality Framework, CTQs, and the application of the Quality Control Plan to carry out audits in accordance with established guidelines and transaction monitoring samples.
Reports into :
Quality Lead
Job 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.
Job Responsibilities:
(Desired)
- Should have been a Quality analyst for at least one year in a Telecom Process.
- Experience from BPO industry with Telecom customer service background.
Criteria :
- Graduation from any stream is mandatory
- Should have a at least 2 years of experience as a quality analyst preferably from Telecom customer service background.
- Experience on feedback and coaching techniques, ensuring improvement of the process through Quality tools on Lean, Kaizen and Six Sigma
Shifts timings: Should be ready to work in flexible shifts, Rotating Day and Night
Week Off : 6 days working, 1 day rotational off
Transport :
One way pick-up or drop (shift between 9pm to 6am) Female
One way pick-up or drop (shift between 12am to 6am) Male
