Quality Analyst - Call Center Operations

Role & responsibilities

• Transaction call audits Both Outbound and Inbound
• Quality audits: Compliance and Hygiene checks
• Feedback and coaching to call centre agents.
• Drive Vendor on qualitative and quantitative metrices (Operations, Work Force Management, Quality and Training)
• Draw improvement plans based on TNIs and drive vendor as per
• Review Vendor periodically on SLA metrics and take corrective actions.
• Ensure process hygiene is maintained at all levels.
• Coordination with Head Office, Sales, Claims and Vendor teams.
• Calibration of process and product knowledge with Vendor teams
• Assess Vendors new hires - interview and selection.
• Assess training batch on the product and process knowledge during training.
• Conduct assessments for training batches
• Monitor dialler strategies and report to MI CC managers of anomalies.
• Bottom quartile monitoring and improvement.
• Highlight key opportunities areas for process improvement to Managers.
• Make recommendations for the opportunity areas.
• Do Root cause analysis on customer escalation and deploy corrective actions.
• Ensure customer escalations are addressed to the right department and close loop.
• Take ownership on issues and work as a team player.

Support sales team in driving retention.

Preferred candidate profile

• Should be proficient in Tamil language
• In-depth knowledge in Call Centre Quality & Training
• Additionally prefer knowledge in Call center Operations and Work Force Management
• 3+ years of experience in Team handling or managing vendor.
• Good communication skill in South Languages along with Hindi or English
• Good negotiation skills
• Basic computer skills
• Good knowledge of MS Word, Excel, and Power Point
• Should be willing to work in Shifts, Weekends, Festivals and Holidays
• Should be available at work as per business requirement.
• Should be able to work under pressure.
• Should have knowledge of Call Centre technology.
• Career Stability
• Good Decision-making skills
• Should be high on energy.
• Should be good at data analysis.
• Should be Self-disciplined and follow company policies to the T.