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Outpace Consulting Services
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Quality Analyst : Collection : B2B/B2C : Gurgaon : Apply

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

Outpace Consulting Services

3 - 5 years

7 - 10 Lacs

gurugram

Posted:2 weeks ago| Platform:

Apply

Skills Required

quality audit b2b collection quality monitoring teleperformance concentrix wipro taskus accenture quality analyst ienergizer startek call quality quality adherence six sigma techmahindra call audit telus quality check quality compliance quality tools quality assurance

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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