Quality Analyst

Job Title:

Quality Analyst

Job Description

The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards and providing insight to customers to contribute to program performance improvements.

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and key responsibilities:

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email

• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)

• Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practice implementation

• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes

• Maintain strong program knowledge base basic understanding of client products, services and/or program strategies

• Participate in quality task force with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) complete phone time to keep current on programs (as applicable)

• Contribute to maintaining forms and legends documents

• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Key Skills and Knowledge:

• Proven experience in Quality methodologies and soft skills (communication skills, critical thinking, time management, team building, etc.)

• Strong communication skills, both written and verbal

• Proficient in Microsoft Office

• Demonstrated ability to multi-task, prioritize, and meet timelines of deliverables.

• Self-starter, sense of urgency, and works well under pressure.

• Strong attention to detail

• Sense of professionalism and ability to develop good relationships.

• 2 yrs total exp + 1 yrexp in the BFSi domain

Educational qualification:Bachelor's Degree in related field with two to four years of relevant experience preferred.

Disclaimer:-

Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities

Location:

IND Bengaluru - 10th FloorDr Puneeth Rajkumar Rd, Manayata Tech Park, Hebbal

Language Requirements:

Time Type:

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