Senior Quality Analyst (Inbound Voice Process)

Hexaware Technologies

1 - 5 years

5 - 6 Lacs

navi mumbai

Posted:1 week ago| Platform:

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Skills Required

quality audit derivatives inbound voice process securities market stock market inbound customer service qc tools broking equity call monitoring nism quality monitoring call calibration trading stock

Work Mode

Work from Office

Job Type

Full Time

Job Description

Education:

Location:

Process Expertise:

Shifts -

Certification:

To audit calls/ mails as per grid defined by clients on a daily basis
Should have good expertise in stock process aware about the terminologies like customer order placement concerns, all segments in stock, order terminology, buy & sale order, order types, profit and loss for the day, IPO knowledge domain experience.
Record feedback and to let the Customer service rep know about his/her areas of improvements
Bring in necessary changes to the process and constant updating of call center core process
To check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend to what the CSR was talking about
Analyze existing work practices system and procedural identifying and implementing areas for improvement. To check if the CSR has used the right telephone etiquettes & followed appropriate hold procedures and has a given a proper resolution for the customer's request
Reduce errors in process by Audits / RCA / FMEA and setting controls in the process
Should have good experience in client management
Deliver productivity improvements through the continuous growth and technical development of all areas of the team
Min 2 years of experience in Quality
Good Analytical skills
Knowledge on Quality Tools
Basic knowledge on excel
Should be open to Rotational shifts/week offs
Customer support background preferred (non- tech)

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