354 Call Monitoring Jobs - Page 8

Key Responsibilities: Make outbound calls to prospective customers/clients. Inform customers about products, services, offers, and promotions. Follow scripts and call guidelines for effective communication. Record information, feedback, and customer needs accurately in CRM tools. Build positive relationships with customers to ensure repeat business. Follow up on previous interactions as necessary. Meet daily/weekly/monthly call and conversion targets Listen to and evaluate recorded/live calls for quality assurance. Audit tele caller performance against set benchmarks (e.g., script adherence, tone, compliance Maintain a polite, friendly, and professional tone in all customer interactions. Meet daily, weekly, and monthly calling and conversion targets.

Job Title: Subject Matter Expert for Escrow Reporting to: Team Leader Objectives Associate would be responsible for reviewing information on the mortgage document and entering the information from mortgage document to Client System, Performing due diligence by validating the information on documents, review the conditions and sign off basis the availability of required documents. Flag out any discrepancy issues found on any of the required mortgage documents back to customer. Key Result Areas (KRAs) Productivity: SMEs on production is expected to meet or exceed the set / agreed target in a given timeframe, both during the training period and in the period following training. The productivity targets will be revised based on the tenure and any such changes will be made known to the associate. Quality: SMEs are expected to meet and exceed the minimum quality benchmark according to the guidelines specified. The quality targets will be revised based on the tenure and any such changes will be made known to the associate. Feedback: SMEs are expected to conduct quality audits on the work items processed in process and deliver feedback to the processing associates. They are also required to maintain quality dashboards, Production MIS & SOPs Qualification: Graduate/Diploma (4 year) in any discipline. Bachelor’s degree in accounting or finance or related field would be preferable Skill Sets More than 72 months experience being part of below functions: Experience of working in US Mortgage Escrow experience Understand escrow lines or products Knowledge of core logic, lareta, proctor or assurant activities Understood Tax amount reporting, pre-boarding loans, comprehension of HUD and Initial escrow statement Experience of working in Escrow set-up, Analysis and Cancellations. Knowledge of mobile homes (good to have) Mortgage Insurance cancellations Hazard Insurance Decent oral and written communication skill with mortgage domain experience Good analytical and reasoning skills Good keyboard skills – Formal Training in Typing would be an added advantage. Typing speed of 30 wpm. Ability to work with multiple teams Stress tolerance - Ability to work accurately under pressure. Good Team Player Willingness to work in night shifts(6.30 pm IST to 4:30 am IST) Willingness to work from office locations

monitor quality parameters including both non-critical & critical parameters (End-User, Business critical, & Compliance) and make recommendations for•Drive a Metrics Driven Culture amongst the Team improvements in the process. cv mamta@emsol.co.in Required Candidate profile Ensure the team meets the assigned audit targets and compliances set as per SLA Incorporate & establish TQ standards Banking experience Mandatory call@9716551077

Role & responsibilities Quality Auditor: Experience / Knowledge of Credit Card or BFSI products is necessary Experience of at least two years in training in the field of soft skills and communications. Key responsibilities of a call center Quality Auditor: Call Monitoring: Regularly listen to recorded customer calls to assess agent performance against established quality standards, including communication skills, product knowledge, issue resolution, and compliance with company policies. Performance Evaluation: Use standardized scoring systems to evaluate agent performance based on key metrics like customer satisfaction, sales conversion rates, adherence to scripting, and handling of difficult situations. Feedback and Coaching: Provide detailed feedback to agents, highlighting areas of strength and areas for improvement, through individual coaching sessions or team training programs. Trend Analysis: Analyze call data to identify patterns and trends in agent performance, including common customer issues, areas where training may be needed, and potential systemic problems. Quality Standard Development: Contribute to the development and maintenance of quality standards and performance metrics aligned with company goals and customer expectations. Calibration Sessions: Participate in regular call calibration sessions with other quality auditors to ensure consistent evaluation criteria and standards are applied across the team. Reporting and Data Analysis: Generate reports on call quality metrics, identify areas for improvement, and present findings to management to inform decision-making. Compliance Monitoring: Ensure agents are adhering to regulatory requirements and company policies regarding customer interactions. Required Skills for a Call Center Quality Auditor: Strong Listening Skills: Ability to actively listen to customer interactions and accurately assess agent performance based on conversation details. Analytical Skills: Analyze data and identify patterns to pinpoint areas for improvement and develop targeted training solutions. Communication Skills: Effectively communicate feedback to agents, both verbally and in written form, with constructive criticism and clear expectations. Customer Service Knowledge: Understanding of customer service best practices and the ability to identify areas where customer experience can be enhanced. Technical Proficiency: Familiarity with call recording systems, quality monitoring software, and CRM platforms.

Immediate requirement for Quality Analyst for one of the leading Insurance sector Position : Quality Analyst Experience : 3 + Years of relevant experience CTC : up to 5 LPA Location : Hyderabad Work Days / Shift : 6 Days / General RESPONSIBLE FOR IMPROVING THE QUALITY THROUGH VARIOUS PROCESS CORRECTIONS AND MEETING THE GOALS AS REQUIRED BY THE TEAM THROUGH CALL MONITORING AND PROVIDING ACTIONABLE INSIGHT MEASURE THE COMPLIANCE AGAINST ESTABLISHED OR DESIGNED EXPECTATIONS OF TELECALLER BEHAVIOUR ROLES AND RESPONSIBILITIES:- IMPLEMENT AND MONITOR CALL RECORDINGS AND PERFORMANCE TO ACCESS FUNCTIONALITY, RELIABILITY AND QUALITY OF THE SALES PROCESS SHOULD BE ABLE TO LEAD AND MANAGE NEW IMPLEMENTATION IN QUALITY PROCESS To IMPROVE METRICS CONSISTENTLY CONDUCT CALIBRATION SESSIONS WITH THE TELECALLERS AND TEAM LEADERS TO ENSURE SCORING IS APPROPRIATE AUDIT THE REQUIRED NUMBER OF CALLS FOR THE DAY AND ENSURE THAT THE TELECALLERS ARE CATEGORIZED UNDER X Y AND Z RESPECTIVELY INDUCTION TO BE CONDUCTED ON QUALITY PARAMETERS FOR NEW JOINERS IN NEW INDUCTION BATCH REFRESHERS TO BE CONDUCTED BASIS THE QUALITY AUDIT REPORT AND METRICS TO BE IMPROVED CREATIVE AND THOUGHTFUL ACTIVITIES TO BE CONDUCTED TO IMPROVE THE QUALITY SCORE OF THE FLOOR SKILL REQUIRED:- STRONG DATA ANALYTICAL THINKING AND PROBLEM SOLVING SKILLS STRONG STAKEHOLDER MANAGEMENT TO WORK ACROSS VERTICALS IF NEEDED MINIMUM OF 1 YEAR EXPERIENCE IN CALL CENTRE QA PROCESS TELECALLING EXPERIENCE OF 3 YEARS WOULD BE REQUIRED (ON PAPERS) PROFICIENCY IN MS EXCEL, WORD PREPARE BASIC QUALITY REPORTS PREPARATION (DAILY QUALITY DASHBOARD, CALL CALIBRATION, AGENT EVALUATION REPORT) Interested candidates share cv : busiraju.sindhu@manpower.co.in Whats app : 7013970562

Trainer/Process Trainer BPO for technical support process TNA TNI TTT Refresher NHT PKT IMMEDIATE JOINER If you have Mutual Funds exp then Call/ WhatsApp cv to Sri 8851792136 Neha 8287267407

Responsibilities: Be an expert on policies and procedures for all lines of business you support. Conduct internal quality and compliance audits on phone calls and case work completed by operations teams. Provide coaching and feedback in a professional and helpful manner to help improve performance of those you evaluate. Collect and analyze data from each audit/monitor activity and assist operations teams with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results. Conduct/participate in calibration sessions to ensure consistent scoring across team members. Lead meetings with management and other stakeholders. Evaluate findings and make appropriate recommendations to the operations and training departments for training improvements. Basic Qualifications: Internal Candidates: Tenure of at least 12 months in role Demonstrated history of consistently above average call metrics including ACW, AHT, adherence, calls per day and quality & compliance scores Ability to self-manage and motivate. Resiliency and adaptability to lead through various business changes. Ability to quickly build knowledge of policies and procedures. Ability to positively impact team culture and effectiveness. Ability to provide coaching and feedback in a clear and constructive manner. Ability to manage multiple projects at one time and meet stringent deadlines. Basic Microsoft Office skills External Candidates: At least 3.5 years of experience in call and case monitoring Ability to manage multiple projects at one time and meet stringent deadlines. Knowledge in current banking regulations, policies and procedures Ability to self-manage and motivate. Resiliency and adaptability to lead through various business changes. Ability to quickly build knowledge of policies and procedures. Ability to positively impact team culture and effectiveness. Experience in providing coaching and feedback in a clear and constructive manner within a 1:1 setting Intermediate excel knowledge

End-to-end ownership of the team Manage efficiency & effectiveness of the given team Ensure the team meets the defined contractual SLA targets Evaluate operators' performance by assigning quality ratings and provide feedback on errors Conduct and coordinate push-back discussions with QCers Calculate and publish daily reports review effectiveness and drive governance Generate and report insights by performing basic and advanced data analysis Perform RCAs and deep dive analysis on repeating/high severity issues Contribute to process/product improvement initiatives and work on implementing solutions Providing floor support and sharing best practices on product, processes and policy Ensure smooth policy rollouts and conduct refreshers Be proactive in identifying the training needs of the labelers in the team Team and Client Management This role requires flexible shifts and 24/7 coverage(including night shifts and public holidays)

Roles and Responsibilities Responsibility Statements Conducts training classes for employees on the features and operation of products and technology, client tools, processes, including basic soft skills. Responsible for design and update of basic level training materials and courses based on client or internal needs. Organizes training content in a clear sequence for delivery. Works with subject matter experts to keep content current and effective. Reviews and prepares training resources and materials to deliver classes. Collects training feedback from participants. Conducts "train the trainers" sessions, as necessary. Analyzes, produces, and distributes training reports. Guides other trainers and assigns tasks. Performs other duties as assigned Complies with all policies and standards Business Expertise Understanding of how best teams integrate and work together to achieve company goals.. Impact Impacts own team and other teams when work activities are closely aligned. Suggests improvements to existing processes and solutions to improve efficiencies. Leadership Serves as a team leader and may allocate work. Provides subject matter guidance to junior team members. Problem Solving Ability to problem solve and provide the best outcome for clients and end users. Interpersonal Skills Exchanges ideas and information effectively. Uses tact and diplomacy when communicating. Note: Please bring 2 copies of resume. Contact Person : Sowmya /8125696652 Email: sowmya.dasari@conduent.com Location: ITPL Tech Park Whitefield

Designation Process Analyst (Spanish) Job Responsibilities Create written translations of messages and documents (Written and verbal), providing copies of documents in both languages Give perfect recitals of what they read and hear Use translation memory software Avoid adding extra words or expressions to translations Build excellent relationships with clients Use appropriate software for delivery and presentation Assess clients needs by having discussions with them Use specialist reference books, dictionaries, and thesauruses Proofread and edit finalized versions of translated texts Consult with experts in specialized areas. Mandatory to have: Certificate in Spanish is required B2 & Above Fresher's and Experienced both are eligible Candidate should be flexible with the shift timings ( Day & Night ) 5 Days from office Location - Noida Only F2F interviews ( Salary ) Experienced: upto 40k in hand depends upon interview Fresher: upto 35k in hand depends upon interview Note: Before coming for interview kindly read the job description and other details related to this job. Regards, Vidhi Pal ( HR Team )

SLK Software Services Private Limited is looking for Trainee - ERC to join our dynamic team and embark on a rewarding career journey. Assisting experienced employees with their daily tasks and responsibilities Observing and gaining hands-on experience in various aspects of the job Receiving feedback and guidance from supervisors and mentors Completing assigned projects and tasks under the supervision of experienced employees Collaborating with team members and contributing to team projects Demonstrating a strong work ethic, positive attitude, and a willingness to learn and grow

Mondel z International is looking for Trainee - MSC to join our dynamic team and embark on a rewarding career journey. Assisting experienced employees with their daily tasks and responsibilities Observing and gaining hands-on experience in various aspects of the job Receiving feedback and guidance from supervisors and mentors Completing assigned projects and tasks under the supervision of experienced employees Collaborating with team members and contributing to team projects Demonstrating a strong work ethic, positive attitude, and a willingness to learn and grow

Quality Analyst (QA) is responsible for assessing the quality of the performanceof our call center associates who deal with our existing and potentialcustomer. The QA will monitor inbound and outbound call ,emails and chatbotresponses to assess associates demeanor, technical accuracy, customer serviceperformance, and conformity to company policies and procedures. This individualwill assist in developing, creating and implementing call center qualityprocesses and procedures; as we'll as would be responsible to train theassociates as needed to enhance the over Waaree customer's experience Roles& Responsibilities: 1. Participatesin design of call monitoring formats and quality standards. 2. Performscall monitoring and provides trend data to site management team. 3. Usesquality monitoring data management system to compile and track performance atteam and individuallevel. 4. Performsmonitors of customer care email responses and chat bot conversation withcustomer. 5 Participatesin customer and client listening programs to identify customer needs andexpectations. 6 Providesactionable data to various internal support groups as needed. 7. Coordinatesand facilitates call calibration sessions for call center staff. Requirements: Excellent verbal, written andinterpersonal communication skills; Outstanding customer serviceskills and dedication to providing exceptional customer care; Must be self-motivator andself-starter; Focus on quality and customerservice; Exceptional listening andanalytical skills; Must be able to effectively dealwith people at all levels inside and outside of the Company; Creative ability & writingproficiency; Must be proficient withMicrosoft Office (intermediate Word, basic Excel); Education& Experience: Bachelors Degree 2-3 years Call Center Experience

The Communication Coach is responsible for evaluating agents and coaching them on communication and language proficiency to ensure that communication and language used on calls is at acceptable standards. JOB FUNCTION AND RESPONSIBILITIES: Remote monitoring and side by side/live call monitoring of calls & providing detailed feedback to the advisor Responsible to coach the agents and to develop their communication styles & customer service skills (this could include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like call control etc) Work closely with the BU to improve the performance of the bottom quartile in terms of NPS scores Motivating the advisors to improve their service and voice quality and reiterating importance of NPS Design and run campaigns to improve the overall NPS for the process Proficient in identifying gaps in the skills set of the advisors and conduct refresher /remedial trainings on the top defect areas Arranging initiatives and/or campaigns with focus on voice and customer service quality Maintaining & Preparing Daily trackers, reports and Weekly/monthly dashboard for reviews Participate in Calibrations and achieve the variance targets laid down by the departments Conducting Refresher training sessions for the advisors as per standard monthly targets QUALIFICATION: Graduation is mandatory Relevant 2-5 years of auditing & coaching experience in a Contact Center environment Good in Excel and strong written and Verbal Communication and Presentation skills Proficient in designing training modules and delivering refresher/remediation trainings Strong knowledge on Communication Skills & experience in training people on pronunciation, Sound Corruption, MTI, Customer Service, Grammar etc Tactful in handling difficult situations and ability to multitask Ability to work under pressure and meet stringent call monitoring targets/willingness to work 24/7 - needs to be comfortable with working in night shifts

Quality Analyst – Paytm Insurance About us: Headquartered in Noida, India, Paytm Insurance Broking Private Limited (PIBPL), a wholly owned subsidiary of One97 Communications (OCL) is an online insurance market place, that offers insurance products across all leading insurance companies, with products across auto, life and health insurance and provide policy management and claim services for our customers. Job Title & Level: Quality Analyst - Tele Collection Language proficiency: bengali and odia language : Monitoring of transactions as per process guidelines Providing event-based and frequency-based feedback Collecting data on the CTQs as defined in the SLA and track the same Assisting in identifying training needs for the agents and process-level issues that can help improve performance Participating in team huddles and providing a brief on Quality performance in the process Brief new agents joining the process and explain how the quality function operates in the process Co-ordinate all process improvement initiatives Monitoring of transaction/tickets responses as per process guidelines Validation of CSAT report, Queries type analysis for process improvement Competencies Required Ability to work in a continually challenging environment Understanding of end-to-end processes and appreciation of critical parameters Knowledge of MS Office – Excel, PowerPoint, Word Good communication skills bengali and odia Good analytical skills – to be tested through Quality Aptitude Test Self-initiated and zeal for continuous improvement

Role- Quality Analyst - Service Desk Experience-Min 2 Years in international BPO (Service Desk) | Technical Support | QC Tools | RCA Min. 1 Year as Quality Analyst on papers Shift- Night shift Location- Bangalore CTC- Up 6 LPA Notice- 0-30 Days WFO

We are seeking a meticulous Sales Auditor to conduct qualitative and quantitative audits across all customer interactionsbe it through chat, call, or 1:1sacross our organization. Your expertise will be instrumental in enhancing CSAT levels and fortifying our SOPs. As an Auditor for Customer Interaction Channels, you will be instrumental in maintaining the highest standards of customer service and communication across various mediums, including chat, call, and video interactions. Your role will involve assessing interaction quality, ensuring adherence to company policies, and driving continuous improvement initiatives to enhance overall service delivery. Key Responsibilities well trust you with: Conduct Audits: Regularly audit sales interactions across various channels, including chat, call, and video, to assess quality, compliance with company policies, and customer satisfaction levels. Develop Audit Protocols: Create and maintain audit protocols and evaluation criteria to ensure consistency and accuracy in evaluating sales interactions. Provide Feedback and Coaching: Offer detailed feedback and coaching to sales representatives based on audit findings, emphasizing areas for improvement and best practices to enhance sales effectiveness. Collaborate for Improvement: Work with team leaders and managers to develop action plans and initiatives focused on enhancing sales quality and efficiency. Track and Analyze Data: Analyze audit data to identify trends, patterns, and root causes of sales-related quality issues, and propose solutions for continuous improvement. Stay Informed: Stay updated on industry best practices, emerging trends, and new technologies relevant to sales techniques and communication channels. Training Support: Collaborate with training teams to develop training materials and programs tailored to address identified sales training needs based on audit findings. Participate in Cross-Functional Projects: Contribute insights and recommendations for enhancing the overall sales experience by actively participating in cross-functional meetings and projects. Foster a Culture of Excellence: Promote a culture of accountability, excellence, and continuous improvement within the sales team to drive performance and achieve sales targets effectively. Core Competencies Bachelor’s degree in Business Administration, Communications, or related field. Minimum 3 years of proven experience in quality assurance or auditing within customer service or SaaS. Exceptional analytical skills for data interpretation and trend identification. Strong grasp of customer service principles, practices, and industry standards. Excellent communication and interpersonal skills for effective feedback and coaching. Proficiency in using quality monitoring tools and software. Detail-oriented with a focus on accuracy in interaction assessment. Ability to work independently and collaboratively in a fast-paced environment. Certification as a Quality Auditor (CQA) or similar is advantageous. Familiarity with Lean or Six Sigma methodologies for process improvement is desirable. Why CEDCOSS? CEDCOSS stands tall as a vanguard of innovation, an aggregator of possibilities, and an enabler of technological prowess. Our expert team under the roof of CEDCOSS is a collective force dedicated to delivering cutting-edge products that redefine industry standards. Specializing in e-commerce development, mobile app development, progressive web apps, API integration, CRM and ERP development, cloud architecture, DevOps, AWS-SaaS development, Artificial Intelligence (AI), Machine Learning, Virtual Intelligence, Chatbots, and Cross-Platform Development Tools, we craft comprehensive products that serve as the technical backbone for online ventures. Our impact extends globally, catering to a diverse clientele that includes big tech companies, MSMEs, and ambitious entrepreneurs. As partners, we stride alongside Fortune 500 organizations and Global 2000 enterprises, forging alliances with tech giants such as Google, Meta, and Amazon. In the realm of digital transformation, CEDCOSS isn't just a digital product creator; we are architects of digital excellence. And the PERKS | The good stuff you get for working hard Flexible working for a better work-life balance The five-day workweek for more time off A plethora of industry exposure and self-growth opportunities JOIN US to maximize your impact on strategy and performance.

Amneal Pharmaceuticals is looking for Trainee Officer, Quality Control to join our dynamic team and embark on a rewarding career journey. Assisting experienced employees with their daily tasks and responsibilities Observing and gaining hands-on experience in various aspects of the job Receiving feedback and guidance from supervisors and mentors Completing assigned projects and tasks under the supervision of experienced employees Collaborating with team members and contributing to team projects Demonstrating a strong work ethic, positive attitude, and a willingness to learn and grow

Client Server Tech is looking for Trainee to join our dynamic team and embark on a rewarding career journey. Assisting experienced employees with their daily tasks and responsibilities Observing and gaining hands-on experience in various aspects of the job Receiving feedback and guidance from supervisors and mentors Completing assigned projects and tasks under the supervision of experienced employees Collaborating with team members and contributing to team projects Demonstrating a strong work ethic, positive attitude, and a willingness to learn and grow

Hikal Ltd is looking for Diploma Trainee to join our dynamic team and embark on a rewarding career journey. Assisting experienced employees with their daily tasks and responsibilities Observing and gaining hands-on experience in various aspects of the job Receiving feedback and guidance from supervisors and mentors Completing assigned projects and tasks under the supervision of experienced employees Collaborating with team members and contributing to team projects Demonstrating a strong work ethic, positive attitude, and a willingness to learn and grow

Greetings!! We are looking for Senior Manager Quality in a Contact Centre services environment. The position is responsible for the overall Managing overall Quality Assurance. Primary Job Responsibilities: Identify and scope key process improvement opportunities within Banking Domain Customer Service / BPO Operations Voice, Chat, Back-office. Must have in-depth knowledge of Business Process outsourcing (BPO) processes (Inbound voice, outbound voice, chat, digital, social and back-office Processes). Preference to candidates who have supported, Banking domain, Credit cards, customer service processes in Process Excellence capacity Strong understanding of contact centers and multi-service channels Lean/ Six Sigma Black Belt Certification through a recognized, national organization Work closely with business leadership to implement and deliver process improvements within Customer Operation verticals to improve metrics, KPIs, process excellence, continuous improvement and digital automation Lead by action and example in the application of continuous process improvement tools and techniques (e.g., Lean, DMAIC, DFSS and Value Stream Management). Strong problem-solving, analytical and quantitative skills Demonstrated ability to guide and manage business change and transformation projects Ability to analyze qualitative and quantitative data and identifies opportunities for improvement of processes and customer experiences. Ability to verify and document current processes as part of gap and root cause analysis, identify gaps which impact business outcomes and CX metrics. Able to work within a team however be self-sufficient as an individual contributor in driving change within complex matrix working environments. Comfortable managing work that combines the use of data analysis, and business process improvement, with service design thinking. Knowledge and experience in understanding and identifying process gaps and opportunities for RPA and digital automation deployment Ability to build and drive Transformation road maps across large estates by seeking stakeholder buy ins and clear ROI showcasing. Enhance process capability from the current base-line of key metrics through process improvement methodologies Analyze current operations to identify new project opportunities with financial and operational benefits. Determine key drivers to meet the business objectives. Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture for aligned vertical Active participation in WBR/MBR/QBRs with internal stakeholder & clients Represent Process Excellence during client / internal review calls and present analysis/ insights/solutions/improvements Manages Client expectations and ensures Client satisfaction. Conduct diagnostic studies on the key business processes and implement a Process excellence framework in line with the business objectives Experience / knowledge in RPA, automation and digital operations preferred Present project analysis and findings to senior leadership to share insights, obtain approvals, and other requirements Strong knowledge and experience in Process Improvement Techniques/Certification Black Belt in Lean, Six Sigma and Digital transformation Capability to conduct workshops on Process Excellence Tools Techniques Experience in preparing Business Process flows, Creating/Updating Standard Operation Procedures, and documenting business insights with recommendations Must be able to prioritize multiple projects, perform complex tasks, organize and follow through consistently and work under pressure to meet deadlines in a fast-paced environment Change leadership experience: willing to take risks, challenge the status quo and work under ambiguous circumstances Education and Essential Experience: Bachelors/Masters degree in any discipline from a reputed and recognized university Certified Black Belt in Lean and Six Sigma from a reputed certifying body, with an outlook to automate, digitize and simplify processes 12+ years working experience in Transactional Quality. 10+ years working experience in BPO/KPO/Contact Center/Banking Domain Excellent communication skills and exposure to International assignments and/or client engagement with the ability to communicate at all levels. Excellent writing and reporting skills in order to transform the conversations and the current working procedures into a documented business outcome notes. Application experience and skill (MS Excel, Visio, PowerPoint, Word; MINITAB, or other analysis tools) Exposure to Data analytics tools such as Power BI or other equivalent Proficient in using Microsoft Office applications, especially Microsoft Excel and PowerPoint Interested Candidate share the resume: 7042379178

Job Overview • Lead the development, maintenance, and continuous enhancement of the OneVasco mobile application by writing and upholding clean, modular, and maintainable code that adheres to secure coding standards. Focus on optimizing app performance and user engagement to deliver a seamless and secure user experience. Key Responsibilities • Plan, execute, and oversee comprehensive quality assurance testing and inspection of products or services. • Investigate any reported product quality issues and ensure prompt resolution in line with company policy and regulatory requirements. • Develop or improve processes for capturing, investigating and documenting product complaints. • Implement risk management procedures, track issues, and report findings to management and product development teams. • Provide necessary training and support to quality assurance team members, covering internal systems, policies, procedures, and core quality assurance processes. • Promote judicious use of natural resources. • Adhere to the organization's environment, health, and safety policies, objectives, and guidelines. Education • Bachelor’s or master’s degree in computer science, or a Master of Computer Applications (MCA), or a related discipline. Experience • 4-5 years of proven work experience in a similar quality assurance role, preferably within high-performance web applications development.

PRINCIPLE PURPOSE OF JOB Quality analysts role is to develop, measure and maintain the quality standards and drive continuous improvement initiatives. Primary role of quality analyst is to ensure that associates undergo a thorough quality check process and adhere to the process specific requirements. quality analyst is also expected to analyze data, identify and flag potential risk areas & recommend preventive action. quality analyst works closely with the operations team in achieving and maintaining accuracy and overall efficiency on the program. JOB RESPONSIBILITIES End to end deployment of quality function in assigned projects. Driving six sigma initiatives in assigned projects. Responsible for call/data quality monitoring. Provide feedback to agents using prescribed feedback model. Mentoring and coaching agents on process level issues. Monitor adherence to compliance procedure and processes. Responsible for reporting program level quality score to the process owners. Responsible for conducting calibration and performance review call in terms of quality with client as well as the internal team. Conduct refresher training on the basis of the errors identified. Maintaining update log and communicate process updates by conducting a session Perform weekly analysis aiming at improving SLA. Perform brainstorming and root cause analysis to analyze data and provide tips or suggestions to operation/management team. Identify and highlight potential risk areas and recommend preventive action. Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board. ATTRIBUTES AND BEHAVIORS Develops and maintains positive working relationships with others. Shares ideas and information. Assists colleagues unprompted. Takes pride in the achievement of team objectives. Has credibility with peers and senior managers. Self-motivated – driven to achieve results. Works with a sense of urgency. High customer service ethic – is passionate about meeting customer expectations and improving service levels. Keeps pace with change – acquires knowledge/skills as the business evolves. Handles confidential information with sensitivity. RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS Clearance of all major exams (SSC, HSC, qualifying degree). Graduate Experience in US healthcare. At least 2 to 3 years of experience as a quality analyst. Adequate knowledge of quality tools (Green belt certification to be an added advantage). SKILLS & COMPETENCIES Excellent verbal and written communication skills. Excellent documentation and business writing skills. Excel proficiency. Ability to work well under pressure and meet deadline. Ability to work on multiple projects simultaneously. Ability to work creatively and analytically in a problem solving environment. JOB DEMANDS Occasional requirement to travel (primarily related to training and company meetings) within India/US. Ability to work seated at a computer for long periods of time. Candidate should be ready to work in different shifts, including night shift. KEY CONSTITUENTS No direct reports. Internal: Quality Manager and Team Leader. Operations Manager and Team Leader. Production Resources. External: Client interactions as and when required.

Monitor sales calls to ensure quality and compliance Identified and improved inefficient work processes Recruit, Train, and Coach the Sales Team Delegate tasks and set deadlines Have to manage other projects & Tasks

Min 2 yr BPO Sr Quality Manager Exp from BPO Industry Manage BPO Quality Team Call Callibration, Audit, Score WFO- KOL/ Lucknow only- APPLY ONLY IF CAN RELOCATE in Kolkata and Lucknow not any position in Delhi/NCR and Bangalore,Hyderabad Required Candidate profile WFO- KOL/ Lucknow only- APPLY ONLY IF CAN RELOCATE in Kolkata and Lucknow not any position in Delhi/NCR and Bangalore,Hyderabad Call/whatsapp CV Amit 8851792136, Neha 8287267407