Quality Analyst

INTERFACE

Designation : Quality Analyst ( positions-1)

Company Name : Realty Assistant

Exp : 2 to 5yrs

Salary :Best is industry

Working Hours : hrs ( including 1 hr break )

Working Days : 6 days working (Day Shift)

Office Location :Sector 126, Noida

Desired Candidate Profile :

-Keen eye for Process enhancement, with knowledge and prior experiencing of call audits (Process Quality & Comm)

-Excellent analytical skills

-The ability to identify gaps and provide inputs to improve performance.

-A strong will to contribute ,make positive and result oriented changes

-Keen eye for detail coupled with analytical and problem solving abilities.

-Good verbal and written communication skills.

-Basic level knowledge on excel reporting

-Assistance for continuous improvement

-Providing trainings to agents on quality parameters , KRA's and expectations

-Knowledge of quality audit tools

Role & Responsibilities :

-Analysis/audits inbound/outbound calls, emails and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CS support teams

-Provides structured and timely recommendations; verbal and/or written feedback to the advisors

-Performs mock calls with new joiners post-training to determine readiness for moving into support

-Conduct Calibration sessions in sync with Delivery and QA team

-Develop, Recommend and monitor corrective and preventive actions

-Identify training requirements and coaching

-Prepare Daily/Weekly reports

-Develops and conducts briefing for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities.

-Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CS Support teams and sites

WFH TILL COVID THEN WORK FROM OFFICE

Experience : 3 - 5 Years

No. of Openings : 1

Education : Professional Degree

Role : Quality Analyst

Industry Type : Manufacturing / Production / Quality

Gender : [ Male / Female ]

Job Country : India