Quality Analyst

Athena BPO
₹10,000 - ₹17,000 per month
10 openings
Full-time
301 people interested in this job
Posted on : 20-May-2021
Expires on : 31-Jul-2021
Education
Graduate (Bachelor Degree)
English Level
Fluent English
Experience
1 - 4 years
Gender
Both
Education
Graduate (Bachelor Degree)
English Level
Fluent English
Experience
1 - 4 years
Gender
Both
Working days
Monday to Saturday
Timings
10:00 AM - 6:00 PM
Job Description
RESPONSIBILITIES: • Conducting daily briefing and maintain floor discipline • Discussing with the team • Sharing daily floor update on products & process to ensure that there is no process gap • Provide individual coaching feedback sessions, and weekly/ monthly one-on-one that focus on improving customer satisfaction • Ensuring the desired Quality to be maintained and kept under threshold • Auditing the calls and according them giving feedback and sharing positive strength and negative Weakness • Handling escalations • Lead Call Analyst • Monitoring real time Call Quality and the policy adherence • Preparing daily performance reports as per the client’s requirement and publishing before timeline • Conducting refreshers on the low performer candidates to groom the Candidates • Quality Batch visit doing for Introduction & Dip Check • Quality Induction doing in Batches ( Explaining Quality Parameter , Target & ZTP policy ) • Conducting RNR on Monthly Basis on basis highest Quality Score & Approve Lead Calls • As an analyst and a lead, handling a team with exposure to many critical tools and critical work on website maintenance process with resources allocation • Experience in preparing and presenting • Performed training sessions for new recruiters in a very small ramp up time with hands on experience in process handling • Excellent skills and great team player • Making Best PIP for Defaulter Advisor
Address
Andheri East, Chandivali, Mumbai, Maharashtra - 400076

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