Quality Analyst

Quality Analyst

Job Title:

Quality Analyst

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Key Responsibilities :

· High performance delivery on all quality parameters

· Audit chats/email interactions on Product/process, Communication, and soft skills parameters

· Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion

· Data analysis and making designated reports/presentations

· Participate in calibrations to ensure consistent scoring & feedback delivery approach

· Communicate to heighten awareness and focus on importance of positive customer experience

· Make recommendations and drive process improvement

· Reduce the learning curve and help enhance the product/process knowledge of new team members

· Ensure that internal policies, procedures and compliance regulations are being followed

· Customer/Client Interactions by using process knowledge and highlighting key areas to work on

· Prepare TNA, publish and execute for 100% closure

· Real Time Support (Production/Live Support) on the floor as per the business requirement

Desired Skills :

· Business and root cause analytical skills

· Skilled to improve team quality

· Ability to conduct transactional monitoring

· Effective feedback and coaching skills

· Awareness of compliance and controls audit

· Strong communication skills, both written and verbal

Eligibility:

· Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred

· Strong communication skills, both written and verbal

· Proficient in Microsoft Office

· Minimum 1 year in the current role

Disclaimer: -

 

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.

Location:

IND Hyderabad - LSR Tudor Vantage Sy No. 88/P Road No 10

Language Requirements:

Time Type:

Experience Level

Senior Level