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Quality Analyst
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Job Title:
Quality AnalystJob Description
The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) 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 and providing insight to customers to contribute to program performance improvements.Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the worldtofuture-proof their business and stay ahead of the competition and customer expectations.
Your key priorities and responsibilities include:
.. High-performance delivery on all quality parameters.
.. Audit transactions on Product/process and other required parameters.
.. Conduct audits and feedback for the targeted population with the objective of improving scores.
.. Effective Planning and Prioritization to drive performance.
.. Effectively share knowledge through timely closure of all client/quality updates.
.. Drive Continuous Improvement in the team along with metrics improvement.
.. Customer/Client Interactions.
.. Data Collection and Analysis.
.. Data analysis and making designated reports/decks.
.. Participate in calibrations to ensure consistent scoring & feedback delivery approach.
.. Make recommendations and drive improvement.
.. Provide mentorship to new hires.
.. Reduce learning curve and help enhance product/process knowledge of new joinees.
.. Ensure that internal policies, procedures, and compliance regulations are being followed.
.. By using knowledge of process, proactively identify areas of concern and highlight to relevant stakeholders.
.. Prepare TNA, publish and execute for 100% closure.
.. Real Time Support (Production/Live Support) on the floor as per the business requirement.
Essential Skills / Expertise required: -
.. Experience in customer care(voice) - Hospital Business Desired
.. Must have the ability to work under pressure.
.. Understanding of Audit & Coaching process.
.. Excellent writing and comprehension skills.
.. Ability to observe, analyse and give constructive feedback.
.. Presentation, Feedback & Coaching skills.
.. Hands on experience on MS-Office preferably on MS-Excel, Power Point.
.. Effective problem-solving skills.
.. Highly energetic & enthusiastic.
.. Interpersonal skills and Teamwork
.. Analytical Skills / Quantitative skills
.. Process orientation & structured thinking.
Disclaimers:-
.The above statements are intendedtodescribe the general nature and level of workbeing performed by people assignedtothis job. They are not intendedtobean exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
.Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.
Location:
IND Mumbai - Malad West Paradigm Towers MindspaceLanguage Requirements:
Time Type:
Mission: Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.
Job ID: 153089631
Skills:
Ms Excel, Microsoft Office, Compliance, call auditing, quality scorecards, audit methodologies, Quality Monitoring
Skills:
Ms Office, Tamil language fluency
Skills:
Quality Assurance- Process Improvement, Quality Analysis, Audit and Monitoring
Skills:
Banking process standards, Audit, CRM
