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Senior Process Analyst - Digital Operations

2 - 5 years

2 - 6 Lacs

Bengaluru

Posted:3 weeks ago| Platform: Naukri logo

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Skills Required

Training Report generation Quality improvement Call monitoring Customer satisfaction Process improvement Process Analyst Customer service delivery Management Quality compliance

Work Mode

Work from Office

Job Type

Full Time

Job Description

Conduct regular call monitoring and evaluations for agents to assess quality, compliance, and service standards Provide feedback and coaching to agents on call performance, including areas for improvement Analyze call trends and data to identify opportunities for process enhancements Ensure all customer interactions comply with banking regulations and internal policies Collaborate with management to develop training materials and quality improvement strategies Generate reports on key performance indicators KPIs such as first call resolution, customer satisfaction, and agent performance Assist in identifying root causes for service issues and recommend corrective actions Support process improvement initiatives to optimize customer service delivery

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SLK Software
SLK Software
slksoftware.com/

Information Technology and Services

Louisville

200+ Employees

183 Jobs

    Key People

  • Ravi K. Shankar

    CEO

  • Ashok S.

    CTO

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