Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.

• Behavioural Competencies
  • Project Management Skills
  • Analytical Skills
  • Execution Excellence
  • Passion for results
  • Stakeholder Management

Communication Skills:

International voice experience & good English communication to interact with North America team.

Resource will have to listen to calls from North America & comprehend to respond/provide feedback.

Roles & Responsibilities:

Position :- Quality Analyst

Shift :- Morning Shift/5 days a week/Work from office (However, if any client ask, role will have to work in Night Shift with Work from Home option)

Location :- Delhi NCR

Role Purpose

The purpose of this role is to conduct audits to ensure quality compliance within the account.

Do

Conduct process quality audits as per plan

Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines

For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week

Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required

Conduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA)

Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.

• Behavioural Competencies
  • Project Management Skills
  • Analytical Skills
  • Execution Excellence
  • Passion for results
  • Stakeholder Management

Communication Skills:

International voice experience & good English communication to interact with North America team.

Resource will have to listen to calls from North America & comprehend to respond/provide feedback.

Qualifications:

Graduation.

QAAS(Advisory Services)