Quality Analyst : Collection : B2B/B2C : Gurgaon : Apply

3 - 5 years

7 - 10 Lacs

Posted:2 weeks ago| Platform: Naukri logo

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Work Mode

Work from Office

Job Type

Full Time

Job Description

Hi,

Quality Analyst- Collections Role

To Apply, WhatsApp 'Hi' @ 9151555419

Follow the Steps Below:

>Click on Start option to Apply and fill the details

>Select the location as Other (to get multiple location option)

Job Code # 328

  • Minimum 3 to 5 years of overall experience
  • At least 1 years of experience in managing quality for B2B (Business to Business) Collections process.
  • Track Key Quality Assurance Metrics: Monitor key performance indicators (KPIs) related to call quality, adherence to policies, and customer satisfaction.
  • Provide Regular Analytics Reports: Prepare and provide regular reports to the management, highlighting quality metrics and suggesting process improvements.
  • Develop Product Knowledge: Continuously improve your knowledge of products and call center performance requirements.
  • Maintain and Develop Standards: Ensure compliance with internal support and call center quality assurance standards.
  • Review Support Interactions: Evaluate a subset of support agents conversations (calls, emails, chat, etc.) based on established quality standards.
  • Constructive Feedback: Accompany evaluations with meaningful and constructive feedback to help agents improve their performance.
  • Resource Specification

    • 100% WFO (work from office) • Willing to work in night and rotational shifts. • Prior experience in managing quality for B2B Collections process in International BPO • Proficiency in MS Office tools • Good Communication & Presentation Skills • Good understanding of six sigma tools in quality preparing histograms, 80/20 analysis, fish bone, call quality and transaction quality attributes.

Key Skills

a) Any Graduate

b) Min 3 Years of Overall Experience

c) Min 1 Year Experience in Quality in B2B Collections

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