BPO Quality Analyst

Job Description

Company Description We are hiring for the post of Quality Analyst for an Indian multinational technology company that provides IT services, consulting, and business process services. It is a leader in the Indian IT market and is one of the six leading Big Tech companies in India. Minimum of 3-4 years of Experienced Candidate is required. Role Description This is a full-time on-site role of Quality Analyst, located in Kolkata. The individual will be responsible for evaluatin Quality of work and Coach a team of 30 and oversight to maintain quality level and take remediate, to monitor random transactions/cases to improve quality, minimizing errors and track operative performance, team mentoring & coaching individual associates who may fall below desired performance and monitoring them to ensure quality targets are met (daily/weekly and monthly). Looking for Immediate Joiners Work from Office (Kolkata) Education: Graduate (Mandatory) Experience: Minimum 3-4 years in the BPO sector Shift : Rotational shift (should be flexible) Budget: Upto 5-7 LPA (Based on the interview) Responsibilities • Evaluate Quality of work and Coach a team of 30 and oversight to maintain quality level and take remediate • Monitor random transactions/cases to improve quality, minimizing errors and track operative performance • Team mentoring & coaching individual associates who may fall below desired performance • Monitoring and ensure to meet quality targets (daily/weekly and monthly) • Maintain a strong knowledge of products and services for customers that we are servicing • Continuously contribute towards process improvement • Report out Quality performance via the Quality reports and trackers (daily/weekly/monthly) • Coach and counsel agent wherever needed • Engages in Calibrations(internal & external) • Identify process pain points, run root cause analysis and recommend process improvement • Act as a SME if required (Floor support) • Should be able to create Smart Scripts (VBA, MY SQL, Macros) • Ability to investigate and take action on unresolved cases • Good Knowledge of Contact Center, Order Management, MDM and Contract management related processes Essential Hiring Skills: • Good communication skills –Grammar, Punctuation and Spellings (R, W, S) • Exceptional listening and analytical skills • Able to accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core • Actively participates in customer care centre operational improvements • Coordinates and facilitates call calibration sessions for contact centre staff Technical skills: • Familiarity of MS office tools, outlook, internet • Good knowledge of computer handling and applications Behavioural Skills: • Highly self-motivated to maintain high standards in both quantity and quality • High energy level and personal resilience • Integrity and desire to comply with all legal and moral standards • Service and quality oriented as well as customer focused Good to have Hiring Skills: Medical Devices BPO industry background Trainable Skills: Domain Centric expertise in Supply Chain domain Interested candidates can drop their resume at rima@globalitsolutions.net.in or dm Show more Show less