REF78733Z-Lead Associate - Transactional Quality - Vizag - Customer Service- US shift

:-

• Complete Daily Quality audits as per the process requirement - Quality Analyst is responsible for Chat / Email / Backoffice evaluations, monitoring, assessing and improving the Quality of service
• Provide Feedback to the agents for the error identified
• Conduct Customer comeback analysis for all the errors received from the clients
• To meet the monthly Sampling numbers as per the target
• Complete the Feedback targets as specified in the QSD (Quality Standard Document)
• Prepare all team and client related reports for QualityØ Complete RCA for all the errors identified
• Ensure the QA process adheres to ISO guidelines
• Identify the improvement areas for staff and share it with the AM/DM/GM Quality
• Communication with clients on a periodic basis
• Complete the Calibration exercise on a periodic basis as definedØ Create Error analysis/RCA Report
• Attend all the development and quality trainings that are Prescribed for a QA
• Help operations in identifying the TNI(Training Need Information) for the low performing staff Competencies:
• Knowledge of Quality assurance and practices
• Attention to detail and accuracy
• Understanding of Quality standards
• Basic Banking Background - Understanding of Fraud & Dispute
• Strong analytical and problem-solving skills.
• Strong communication skills –
• Verbal and Written (in English).

Qualifications

Any Bachelor's Degree