Quality Analyst

Riemen Solution Pvt Ltd

1 - 2 Years
10 Openings
Not Disclosed
Face-to-Face interview
Pune

Key Skills

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Job Description

quality analyst:

· listen to calls recordings and provide insight and solution to operational management to maximize the customer satisfaction.

· collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends.

· identify and support other opportunities for quality improvement across the team.

· develop materials and process documentation to support training as and when required.

· documenting quality issues, performance measures and quality improvements for management reviews.

· create quality score cards to track performance level.

· sharing feedback and briefings to associates to improve their quality.

· coordinating and facilitate call calibrations.

· able to identify the root cause and share observations with operations.

added advantage:

· should have knowledge on 7 qc tools.

· must have a good knowledge on excel.

· tna/tni/ttq

· rag analysis and bqm to identify bottom performers and support management.