tatasky gpay

Quality Analyst

Sapwood Ventures Pvt. Ltd.

Required Roles and Responsibilities

 

Participates in design of call monitoring formats and quality standards.

– Provide actionable data for agent improvement.

– Coordinates and facilitates call calibration sessions for internal as well as external.

– Monitoring calls & providing them feedback on timely basis. – Prepares and analyses quality reports for management staff review.

– Suggests training needs and developments.

– Handling quality related escalations & taking action against the same on timely basis. – Contribute for the initial hiring and selecting process.

-Meet and improve process SLA’s through Quality Timely escalation of Quality issues to team supervisors and ensure timely resolution.

– Coach and guide team to think proactively and encouragethem to improve on process and productivity.

-Conduct calls calibration. Identifying areas to improve the overall process.

-Meet and improve process SLA’s through Quality Timely escalation of Quality issues to team supervisors and ensure timely resolution.

-Reporting out process trends through weekly/ monthly dashboards
 

contact on 9112100036
Required Profile

 

Minimum 3-7 years of Experience Excellent oral and written communication skills. Excellent Analytical Skills.

Good Knowledge of MS Excel (Formulas, Pivots & Charts)

Good knowledge of the web applications and their functioning (Internet & Search Engines)

To apply for this job email your details to 9112100036@callus.com

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