Call Quality Analyst

Role & responsibilities

• Conduct a various process Quality audits as per the guidelines & sharing feedbacks on real time basis.
• Ready to work on out calling process to capture the survey from the client.
• Prepare findings from the report and share it with the Managers on daily /weekly and monthly as required.
• Conduct weekly analysis to identify the error trends. Conduct a root Cause Analysis & publish the error trends, implement actions plans to reduce the red flags.
• Participate in weekly call calibrations.
• Handling complaint calls.
• Conducting refresher sessions based on evaluations.
• Coaching to be provided for BQ executives
• Conducting monthly Dipsticks.
• Mock certifications to be conducted for CICs /BDEs in NHT batches. Etc

Preferred candidate profile

• Graduate in any stream.
• Six sigma certification will be an additional advantage.
• Must have good open /MS-office knowledge.
• Good communication skills (written & verbal)
• Should be willing to work from office.
• Ability to meet the deadlines and work under high pressure.
• Multitasking with time management skills.
• Language: English, Hindi & Kannada
• Must have excellent problem solving skills

Perks and benefits

• General office environment: Works generally at a desk in a well-lighted, air-conditioned.
• Cubicle/office, with moderate noise levels.
• 5 Days Working with Sunday Fixed off and the other off would be rotational .
• Office timing will be Day Shift

Office Address : No.29, Main Road, Cunningham Road, Bangalore - 560052 (Near Indian Express, Vasanth Nagar)