Senior Quality Analyst

Policybazaar

2 - 7 years

3 - 5 Lacs

kochi bhubaneswar mumbai (all areas)

Posted:-1 days ago| Platform:

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Skills Required

call monitoring call audit root cause analysis sales process feedback call calibration 7qc

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities:-

High performance delivery on all quality parameters
Audit chats/email interactions on Product/process, Communication and soft skills parameters
Conduct audits and feedback for the targeted population with the objective of improving scores for

training throughput or conversion

Data analysis and making designated reports/decks
Participate in calibrations to ensure consistent scoring & feedback delivery approach
Communicate to heighten awareness and focus on importance of positive customer experience
Make recommendations and drive process improvement
Reduce learning curve and help enhance product/process knowledge of new joinees
Ensure that internal policies, procedures, and compliance regulations are being followed
Customer/Client Interactions by using process knowledge and highlighting key areas to work on
Prepare TNA, publish and execute for 100% closure
Real Time Support (Production/Live Support) on the floor as per the business requirement

Desired Skills:

Must understand Audit & Coaching process
Excellent writing and comprehension skills
Extremely good verbal & written communications skills
Technical knowledge of English communication - sentence construction, grammar, punctuation etc.
Effective Presentation, Feedback & Coaching skills
Hands on experience on MS-Office; preferably on MS-Excel and Power Point
Customer orientation and Customer Service Attitude
Effective problem-solving skills and Highly energetic & enthusiastic
Interpersonal skills and Team work
Ability to handle/analyse data to generate Quantitative and Qualitative analysis

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