Quality Assurance Senior Analyst

Skill required: Quality Checks - Operational Audit & Compliance



Designation: Quality Assurance Senior Analyst



Qualifications:Any Graduation



Years of Experience:5 to 8 years



What would you do?
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Quality control is a process by which entities review the quality of all factors involved in productionThe Operational Audit & Compliance team focuses on auditing and managing effective implementation and delivery of functional processes within operations to mitigate risks. The role may require for you to have a good understanding of anti-corruption, BCM and infosec policies, records management and contractor controls. The team is responsible for establishing processes to validate the effectiveness and drive improvements wherever required.



What are we looking for?
Competent in all minimum skill required by Customer Service Representative Knowledge of Transaction Monitoring Process Ability to monitor as per the Transaction Monitoring Process Knowledge of quality related tools & reporting Ability to use Nice System to monitor calls if indicated Basic understanding of OE maturity framework Complete knowledge of product/processes/Operational MetricStrong communication skills-written & oralStrong interpersonal skills with the ability to identify and resolve customer's needs with appropriate empathyManagement of performance(specific to Transaction Monitoring) – daily, weekly and monthlyStrong communication skills-written & oralAbility to formally evaluate performance of Quality Associates.Strong internet and computer literacy skills, technical knowledge will be an added advantagePeople motivation and retention skills


Roles and Responsibilities: The roles and responsibilities of a Quality Lead in a contact center typically include:Quality Assurance:Overseeing the quality assurance process to ensure that customer interactions meet the company s standards and guidelines.Monitoring and Evaluation:Regularly monitoring and evaluating calls, emails, and other customer interactions to assess the performance of agents.Feedback and Coaching:Providing constructive feedback and coaching to agents to help them improve their performance and adhere to quality standards.Training:Developing and delivering training programs to ensure that agents are well-equipped with the necessary skills and knowledge.Reporting:Generating reports on quality metrics and performance trends to identify areas for improvement and track progress over time.Process Improvement:Identifying and implementing process improvements to enhance the overall quality of customer service.Compliance:Ensuring that all customer interactions comply with regulatory requirements and company policies.Collaboration:Working closely with other departments, such as operations and training, to ensure a cohesive approach to quality management.Customer Satisfaction:Focusing on improving customer satisfaction by ensuring high-quality interactions and resolving any issues that arise.Performance Metrics:Establishing and maintaining performance metrics to measure the effectiveness of quality initiatives and drive continuous improvement.Trend Analysis:Analyzing data to identify trends, patterns, and root causes of quality issues, and recommending corrective actions.These responsibilities may vary depending on the specific needs from clients.

Qualifications

Any Graduation