Spanish Quality Analyst

Job Description

TNA (Training need analysis) - Analyze the call monitoring data to determine the areas of opportunities. TNI - Identify the training needs bas Identify the bottom performers and discover the AOIs Propose preventive and corrective actions to the stakeholders, get a buy-in and execute collaboratively to impact the performance positivel Organize and facilitate call listening sessions. Conduct daily/weekly briefing Conduct training for on-floor agents to improve productivity Investigate internal and external complaints Participate in the design of call monitoring formats and quality standards Act as a Subject Matter Specialist on Quality improvements for the assigned portfolios Conduct special / critical audits besides the regular call monitoring – Payment calls, specific dispositions, credits, etc Job Types: Full-time, Permanent Pay: ₹300,000.00 - ₹650,000.00 per year Benefits: Commuter assistance Health insurance Life insurance Paid sick time Provident Fund Schedule: UK shift Work Location: In person