Quality Analyst - US Voice Process (Night shift)

Roles & Responsibilities -

• Should perform quality audits of respective users.
• Call Audit, Quality analyst of the BPO industry who can listen to the agents' calls and share feedback.
• Maintain quality and provide guidance where users lack.
• To conduct regular Feedback sessions for Agents.
• Follow the feedback mechanism while sharing feedback.
• To conduct calibration sessions with the operations and training team.
• Generating daily, weekly & monthly Quality Reports.
• Measure and analyze teams' efficiency and Schedule action training.
• Attending client calls for business reviews.
• Should have a fair knowledge of QC tools of Quality.
• Assistance for continual improvement.
• Providing training to agents on quality parameters, KRA's & KPIs.
• Able to communicate confidently and politely, with good speaking skills.

Job Requirements

• Proven experience as a Quality Analyst at the International Voice process
• The candidate should have work experience in international voice-based collections.
• The Candidate should be able to work the night shift (US Shift).
• Experience of at least 2 years in quality assurance.
• Experience/ knowledge of International Banking process / Collections Process
• Effective problem-solving and decision[1]making skills
• Complete knowledge of Banking processes.
• Experience in coaching and developing skills of people.

Qualifications

Proficiency in MS Office

Excellent communication skills (written and oral).

Diploma/Bachelor's degree is a plus.

Contact Email: aasi@northcoastauto.com

Contact / Whatsapp Number: 7358600863