Hiring Quality Analyst_Top MNC_Mumbai (Andheri)

Position: Quality Analyst L2.5

Exp- Min 5 Yrs Relevant in IT Infra

Location: Jogeshwari (Mumbai)

Notice Period: Immediate Joiners

Shift timings and working days: General Shift, 6 Days working

Note

Completely Work From Office

Graduates with Excellent communication skills

Male

Interview Rounds- Direct Schedule F2F in Head Office (Goregaon east)

Job Responsibilities

• Gather relevant data from various sources to prepare reports.
• Exp in Chats, Call, Tickets and email monitoring.
• Evaluate quality and accuracy of transactions/calls as per defined guidelines
• Publish relevant Quality reports and provide right feedback for improving service quality
• Handling BAU audits, C- sat Audits, Short call Audits, etc. Publishing Dashboards C-sat Reports, and maintaining various trackers Sharing one on one feedbacks with advisors on their daily audits Conducting DIP checks and quality session
• Customer satisfaction analysis to identify key drivers/issues which impact performance and provide suggestions for training/process improvements
• Participate in Feedback and calibration sessions for improvement of Service Quality
• Identify and report on key trends from quality evaluation activity, make recommendations and communicate findings, Create and maintain timely and accurate quality database
• Identify training requirements from Quality Evaluation activity and provide feedback to Training
• Uses statistics to analyse quality reports to find out patterns and trends and to ensure adherence to the quality and customer satisfaction metrics
• Prepare / Maintain reporting templates with various analysis based on different requirements

Well Versed in Advance Excel

ITIL Certification or At least Awareness Role & responsibilities