QDegrees services

Jaipur, Rajasthan

Quality Analyst Written communication / Back office Job Description - Quality analyst is expected to audit various modes of written communication to the customer by the company. These interactions could be letters, faxes, emails and requests through website. - These communications could be 1st level or escalated communications. - Areas the quality analysts study include promptness of revert, product knowledge, as well as whether representatives stick to standard scripts. They also check to see if a customer is satisfied with the results of the interaction. - Quality analyst works in a continuous process of evaluating the communications and providing feedbacks to enhance the quality of the all communications. - Quality analyst needs to identify the gaps through root cause analysis - Quality analyst is expected to do calibration with operations team to improve the quality of written communications basis their findings - Understand the key operational processes for support and make recommendations to implement improved processes, policies, learning, and tools - Prepare reports and analysis as necessary to determine areas of opportunity Education / Experience: - Must have worked on Banking process. - Must be a graduate in any stream. Masters degree would be an added advantage - Excellent oral and written communication skills - Must possess analytical, problem solving and effective project and time management abilities. - Strong attention to detail with demonstrated analytical skills - Advanced knowledge of Microsoft Office Suite, (Access, Excel, Word, PowerPoint) and SQL - Excellent oral and written communication skills - Strong customer service ethic - Familiarity with a wide array of customer support channels (chat, forums, email, telephone, etc.) - Fluent English language skills (spoken, reading and written)