Quality Analyst

Quality Analyst

Job Title:

Quality Analyst

Job Description

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.

Job Description:

Key Responsibilities:

• High performance delivery on all quality parameters.

• Audit chats & calls on Product/process, Communication, and soft skills parameters.

• Conduct audits and feedback for the targeted population with the objective of improving scores ,driving integrity & proficiency.

• Data analysis and creation of 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 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.

• Leverage process knowledge to proactively identify areas of concern & highlight to the change Team.

• Prepare TNA , publish and execute for 100% closure.

Desired Skills:

• Technical knowledge with Good English communication - sentence construction, grammar, punctuation etc.

• Should have minimum 6 month to 1 year experience in working with Social Media LOB’s and/or COMO accounts

• Must have the ability to work under pressure.

• Understanding of the Audit & Coaching process.

• Ability to observe, analyze and give constructive feedback.

• Presentation, Feedback & Coaching skills.

• Hands on experience in MS-Office- preferably in MS-Excel and Power Point.

• Interpersonal skills and Teamwork

• Analytical / Quantitative skills

• Data Handling / data interpretation

• Process orientation & structured thinking.

• Prior experience with ads will be considered a plus

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 - Unit No. 601 6th Flr Maximus Building 2A Mindspace

Language Requirements:

Time Type:

Full time

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Experience Level

Senior Level