Quality Analyst

Affixious Consulting

1 - 5 years

2 - 5 Lacs

noida

Posted:None| Platform:

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Skills Required

call monitoring pdf excel quality audit customer support html advanced excel customer service pareto analysis qc tools

Work Mode

Work from Office

Job Type

Full Time

Job Description

Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feedback & Coaching, Call Monitoring experience. CSAT, NPS and AHT.
Able to effectively meet contractual SLAs pertaining quality audit targets
Deliver feedback on all audited transactions within the specified timelines
Conduct Team briefings on performance, qualitative inputs, process updates, top errors identified through monitoring, Q&A
Lead Calibration & call listening sessions with cross function teams to ensure quality standards are maintained
Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feedback &Coaching, Call Monitoring experience. CSAT, NPS and AHT.
Ability to coach at an agent level & review performance on the end metric CCR, C-SAT
Visual Management Team wise daily and MTD scores on Quality, CSAT, CCR To help in identifying gaps in the Process or Technology & make recommendations to streamline the same.
Knowledge, Skills, Other Abilities:
Excellent oral, written and interpersonal communication skills
Exceptional listening and analytical skills
Excellent command on MS Excel/Advance Excel.

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