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Call Center Quality Analyst II
2-5 years
Panipat, Yamunanagar, Faridabad + 3 more
1 vacancy
Call Center Quality Analyst II
FIS
posted 15hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Quality Monitoring - Evaluate customer interaction o ensure adherence to company standards and identify areas of improvement
- Process Improvement - Provide feedback to agents and suggest improvement in processes.
- Data Analysis - Analyze trends from quality audits and prepare detailed reports. Compliance - Ensure all interactions comply with the regulatory standards of the process. Feedback Mechanism - Implement a structured feedback mechanism for the continuous process requirement.
- Documentation - Maintain accurate records of the quality audits.
- Knowledge of quality concepts, terminology, and objectives
- Knowledge of MS Office, e.g., Word, Excel and Access required
- Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited
- Excellent verbal and written communication skills
- Proficiency in the online tools required for the position being audited
- Bachelor s Degree in any stream.
- Minimum 2 years of prior experience as a Quality Analyst in an international BPO setting.
- Excellent verbal and written communication abilities
- Opportunities to innovate in fintech
- Inclusive and diverse team atmosphere
- Professional and personal development
- Resources to contribute to your community
- A fantastic range of benefits designed to help support your lifestyle and well being
Employment Type: Full Time, Permanent
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