Quality Analyst

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Hiring for Sales & Customer Care Quality Analyst for Novac Technology Solutions(Shriram Finance)

Job profile:

• Performs call monitoring and provides trend data to management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call centre staff.
• Prepares and analyzes internal quality reports for management staff review.

. Handle team of Verification dept & Quality Analysts.

Requirements:

• 1+ year of call BPO Customer care & Sales experience, preferably in BFSI/NBFC.
• Experience into BFSI/NBFC BPO experience will be added benefit.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Intermediate level of knowledge/expertise with software (Word and Excel).
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment.
• Dedication to providing exceptional customer service

Salary: Negotiable based on last CTC

Dayshift with Weekly Offs.

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. ... Prepares and analyzes internal and external quality reports for management staff review. • Perform other duties as assigned

The primary task of the quality analyst is call monitoring and providing actionable insight. Through call monitoring, a QA analyst will gather information to help improve agent performance in the call center. As he or she monitors the call, they have an evaluation form that will be used to capture the information. Calibration sessions are required to ensure that all key departments are calibrated on what constitutes a quality call. These sessions are an opportunity to discuss issues and trends as well as cover any new material.