Process International Inbound Sales About Process Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feedback & Coaching, Call Monitoring experience. CSAT, NPS and AHT Able to effectively meet contractual SLAs pertaining quality audit targets Deliver feedback on all audited transactions within the specified timelines Conduct Team briefings on performance, qualitative inputs, process updates, top errors identified through monitoring, Q&A Lead Calibration & call listening sessions with cross function teams to ensure quality standards are maintained Candidate should have basic understanding and knowledge of Quality Assurance parameters, design of quality scoring forms, etc To manage QA training, QA attendance and working hours, etc. Ability to coach at an agent level & review performance on the end metric - CCR, C-SAT Visual Management - Team wise daily and MTD scores on Quality, CSAT, CCR to` help in identifying gaps in the Process or Technology & make recommendations to streamline the same Implement and Lead Call Calibration internally and/or externally with client(s) if required To assist with the HR induction process for each new Training batch Ensure that Trainer(s) remains available through the Training process/period for each batch To manage Training attendance, break and shift timings Conduct TNAs for the shop floor and accordingly discharge Training Sessions per requirement Implement Up-skill sessions for the shop floor and help improve agent skills incrementally Implement PKT workshops for the shop floor and help improve process efficiency/performance Requirement Good Communication Skills (8/10 or above) Candidate should drive Quality Initiatives in order to increase the Process Quality Scores and Overall floor agent skills and telephone etiquettes Candidate should be well versed with MS Office [especially MS Excel] Candidate should be involved in Analysis & Problem Solving (Innovative Thinking) Attention to Detail Feedback Analysis, Good Listening Skills & Excellent People Management & Relationship Skills Excellent command on MS Excel/Advance Excel Education Graduate/ Post Graduate - Any Specialization with 1 - 5 years of experience as QA into sales from Domestic or International BPO The candidate should have call auditing experience Six Sigma Green Belt Certification preferred but not mandatory Shift timings US shift – starting from 7.30PM Transport Boundaries Kurla to Badlapur, Navi Mumbai. Don’t source candidates from western line Transport Facility NA Weekly Off Saturday and Sunday fixed off USP Designation, Salary Rounds of Interview HR (Check previous experience, Qualification, Age, Communication skills, Compensation, Stability) Operations (Process knowledge, Age, Stability, Communication skills, Compensation) Documents Educational + Identity Proof + Residential Proof + Salary Proof (Bank Statement/Payslip) + Relieving documents

More about this Call Quality Analyst job

Smart Recruitment Consultancy is aggressively hiring for the job profile of Call Quality Analyst at Mumbai in Ghansoli locality. Kindly go through the FAQs below to get all answers related to the given job. 1. How much salary can I expect? Ans. You can expect a minimum salary of 20,000 INR and can go up to 35,000 INR. The salary offered will depend on your skills, experience and performance in the interview. 2. What is the eligibility criteria to apply for this job? Ans. The candidate should have studied 12th Pass and people who have 1 to 31 years are eligible to apply for this job. You can apply for more jobs in Mumbai to get hired quickly. 3. Is there any specific skill required for this job? Ans. The candidate should have Good (Intermediate / Advanced) English skills and sound communication skills for this job. 4. What are the timings of the job and how many working days are there? Ans. It is a Full Time job having timing from 7.30 PM to 4.30 AM and will have 6 working days i.e., Monday to Saturday. 5. Is it a work from home job? Ans. No, it’s not a work from home job and can’t be done online. You can explore and apply for other work from home jobs in Mumbai at apna. 6. Are there any charges or deposits required while applying for the role or while joining? Ans. No work-related deposit needs to be made during your employment with the company. 7. How can I apply for this job? Ans. Go to the apna app and apply for this job. Click on the apply button and call HR directly to schedule your interview. 8. What is the last date to apply? Ans. The last date to apply for this job is 12-Dec-2021. For more details, download apna app and find Night Shift jobs in Mumbai. Through apna, you can find jobs in 74 cities across India. Join NOW!