6 Bpo Quality Jobs

Role: Quality Analyst Exp: Min 6 months in BPO QA Edu: Graduate must Skills: Audits, RCA, Feedback, Reporting Comms: Excellent English required Shift: Day Shift Salary: Up to 32K CTC Job Type: Full-Time Loc: Gurugram HR Manager Manish 7062933674

Experience: Minimum 3 years in training or quality analysis, preferably in the financial services or debt collection domain.Certification: DRA Certificate (added advantage).Key Responsibilities:Training Responsibilities:Training Program Development:- Design and deliver comprehensive training programs for debt collection agents, including onboarding and refresher training.- Develop training materials, modules, and SOPs to enhance agent performance and compliance.Skill Enhancement:- Provide training on negotiation skills, customer interaction techniques, and product knowledge.- Conduct soft skills training to improve communication, empathy, and problem-solving capabilities.Compliance and Regulatory Training:- Train agents on regulatory guidelines, compliance requirements, and company policies.- Ensure agents are equipped to handle sensitive customer situations ethically and professionally.Evaluation and Feedback:- Conduct assessments and quizzes to evaluate training effectiveness.- Provide constructive feedback to agents and track their progress post-training. Quality Analysis Responsibilities:Monitoring and Evaluation:- Regularly monitor and evaluate agent calls to ensure adherence to quality and compliance standards.- Identify areas of improvement in agent performance, communication, and customer handling.Reporting and Feedback:- Prepare quality scorecards and reports for management.- Provide individual feedback to agents on their performance and areas requiring improvement.Process Improvement: - Identify recurring issues in calls or workflows and recommend process improvements.- Work closely with team leaders to ensure quality standards are upheld across teams.Audits and Compliance Checks:- Conduct periodic audits of agent interactions (voice and digital) to ensure compliance with company policies.- Highlight any deviations or non-compliance issues to the management.Key Skills and Requirements:Experience: Minimum 3 years in training or quality analysis, preferably in the debt collection or financial services industry. Technical Skills:.- Familiarity with CRM systems and call monitoring tools.- Proficiency in Excel for reporting and analysis.Training Skills:- Strong ability to design and deliver engaging training programs.- Excellent presentation and communication skills.Quality Analysis Skills:- Detail-oriented with a keen ability to identify issues in agent performance.- Analytical mindset to evaluate call metrics and provide actionable insights.- Work Ethic: Proactive, organized, and goal-oriented.

Hiring for Team Lead- Domestic CUSTOMER SERIVCE & Quality process Graduate with min 1 year TL experience on Papers Excellent communication with relevant exp on papers US Shifts TWO OFFS Package- up to 6 LPA KHARADI, SELF TRANSPORT CALL NOW 8237076800

- Audits transactions, Surveys customers to get feedback on the experience upon contacting contact centers - Capture all information ascertained accurately and elaborately - Call dissatisfied customers and establish the reasons for dissatisfaction, identify areas of improvement and report this to the Team Leader - Identify ACPT by regular RCA and with a solution. - Should work on DSAT/CSAT analysis - Should be able to provide recommendations for process improvements - Understand and implement process updates shared by TL - Handle escalations: create and maintain complaints/red alert tracker - Conduct calibration sessions with Team Leader to ensure consistency in process adherence - Drive and support Continuous Improvement projects Required Skills: - Exposure to Business Processes either call center or back office processes - Strong listening and feedback skills - Strong analytical skills with problem-solving ability from a customer perspective: should be able to place customer and customer needs as the goal and offer an appropriate resolution - Knowledge of Root Cause Analysis - Drive for process improvement and development Other Competencies - Keenness to learn - Team Player - Exhibits integrity in all given circumstances - Shows high level of commitment

- Audits transactions, Surveys customers to get feedback on the experience upon contacting contact centers - Capture all information ascertained accurately and elaborately - Call dissatisfied customers and establish the reasons for dissatisfaction, identify areas of improvement and report this to the Team Leader - Identify ACPT by regular RCA and with a solution. - Should work on DSAT/CSAT analysis - Should be able to provide recommendations for process improvements - Understand and implement process updates shared by TL - Handle escalations: create and maintain complaints/red alert tracker - Conduct calibration sessions with Team Leader to ensure consistency in process adherence - Drive and support Continuous Improvement projects Required Skills: - Exposure to Business Processes either call center or back office processes - Strong listening and feedback skills - Strong analytical skills with problem-solving ability from a customer perspective: should be able to place customer and customer needs as the goal and offer an appropriate resolution - Knowledge of Root Cause Analysis - Drive for process improvement and development Other Competencies - Keenness to learn - Team Player - Exhibits integrity in all given circumstances - Shows high level of commitment

Backoffice Quality Manager - USA Fintech - You will help to coach Relationship Managers in their communication by focusing on demeanor, product knowledge, accuracy, customer service performance, and adherence to internal processes. Your responsibilities will include, but are not limited to: - Reviewing and assessing the quality of customer communication of Relationship Managers via phone, email and chat - Preparing quality reports and analyzing trends for presentation to senior leaders - Supporting and coaching Relationship Managers to improve and enhance interaction quality and customer experience - Creating training materials and conducting training sessions focused on key topics such as professional communication skills - Assisting in developing, creating, and implementing process-related quality processes and procedures THE QUALIFICATIONS : - Bachelor's degree in a related field, or higher - 4+ years of experience in a training, quality assurance, or learning and development in a fast-paced, high-touch environment - Prior experience working in financial services andor higher education, preferred - Must have prior experience with QA or training in a sales oriented andor targets driven environment - Outstanding written and verbal communication skills in English and comfortable interacting with customers via multiple communication channels - Passion for customer service and relationship management with an innate sense of service and empathy for others - Analytically driven with an ability to interpret and derive insights from data - Exceptional organizational skills, listening skills and attention to detail