Walk-in || Hiring For Quality Analyst

Job description

Job Description : Quality Analyst • RESPONSIBLE FOR IMPROVING THE QUALITY THROUGH VARIOUS PROCESS CORRECTIONS AND MEETING THE GOALS AS REQUIRED BY THE TEAM THROUGH CALL MONITORING AND PROVIDING ACTIONABLE INSIGHT • MEASURE THE COMPLIANCE AGAINST ESTABLISHED OR DESIGNED EXPECTATIONS OF TELECALLER BEHAVIOUR ROLES AND RESPONSIBILITIES:- • IMPLEMENT AND MONITOR CALL RECORDINGS AND PERFORMANCE TO ACCESS FUNCTIONALITY, RELIABILITY AND QUALITY OF THE SALES PROCESS • SHOULD BE ABLE TO LEAD AND MANAGE NEW IMPLEMENTATION IN QUALITY PROCESS To IMPROVE METRICS CONSISTENTLY • CONDUCT CALIBRATION SESSIONS WITH THE TELECALLERS AND TEAM LEADERS TO ENSURE SCORING IS APPROPRIATE • AUDIT THE REQUIRED NUMBER OF CALLS FOR THE DAY AND ENSURE THAT THE TELECALLERS ARE CATEGORIZED UNDER X Y AND Z RESPECTIVELY • INDUCTION TO BE CONDUCTED ON QUALITY PARAMETERS FOR NEW JOINERS IN NEW INDUCTION BATCH • REFRESHERS TO BE CONDUCTED BASIS THE QUALITY AUDIT REPORT AND METRICS TO BE IMPROVED • CREATIVE AND THOUGHTFUL ACTIVITIES TO BE CONDUCTED TO IMPROVE THE QUALITY SCORE OF THE FLOOR SKILL REQUIRED:- • STRONG DATA ANALYTICAL THINKING AND PROBLEM SOLVING SKILLS • STRONG STAKEHOLDER MANAGEMENT TO WORK ACROSS VERTICALS IF NEEDED • MINIMUM OF 1 YEAR EXPERIENCE IN CALL CENTRE QA PROCESS • TELECALLING EXPERIENCE OF 3 YEARS WOULD BE REQUIRED (ON PAPERS) • PROFICIENCY IN MS EXCEL, WORD • PREPARE BASIC QUALITY REPORTS PREPARATION (DAILY QUALITY DASHBOARD, CALL CALIBRATION, AGENT EVALUATION REPORT) Benefits: • PF , ESI , Group Medical Insurance. • Healthy Lunch(Only for Chennai Locations) \\\\\\*Interested Candidate can Direct Walk-in interview at below mentioned location INTERVIEW ADDRESS: 3rd floor, Vikram studio complex, no 289, 2nd and west koil street, near kamala cinemas, Vadapalani, Chennai 600026. Walk-in Timing: 10 am to 5.00 pm. For Further Details, Kindly share your updates CV & Contact/WhatsApp on the below mentioned contact number. Contact Person: Dhamodaran - 8667562393 Varshini - 8838300965 Best regards, HR Team