CRM Quality Analyst

Designation - CRM Quality Analyst

Location - Chennai

Years of work exp - 1 - 3 years

Note: Hindi speaking is mandatory for this role

Job Description:

• Responsible for call monitoring and providing actionable insights, which include monitoring customer interactions calls.
• Perform call audits according to defined parameters and standards and monitoring formats and provide data to the management.
• Monitor performance of call responses and provide actionable data to internal team leaders.
• Coordinate and facilitate quality sessions, provide feedback to the agents and assist in process improvement.
• Analyse, prepare and present data in measurable format to track progress.
• Make recommendations to help reduce errors in calls and improve revenue generation.
• Escalate unresolved issues to relevant teams, and work with them to resolve the identified issues.
• Assist in implementing changes or modifications to the Quality Assurance departments evaluation process.
• Analyse the root causes for the defects identified through the audits using basic quality tools and report them immediately.
• Analyse trends and submit recommendations to Management for the identified defects.
• Drive C-Sats and gain customer satisfactions of end users.
• Should have fair knowledge of 7QC tools of Quality
• Generating daily, weekly & monthly Quality reports.

Requirements:

• Minimum 1 year as a Quality Analyst in Paper.
• Proven experience in a quality assurance
• Excellent analytical skills with the ability to interpret data and draw actionable insights.
• Communication skills and interpersonal abilities.
• Proficiency in using quality assurance tools.
• Languages Required Hindi/Telugu/Tamil/Kannada/Malayalam (Hindi must with any of the Regional Language)
• MS Office (Excel, PPT, Word)
• Yellow Six Sigma certification is an added advantage. (preferable)