Urgent need of an Quality Analyst
Requirements
- Monitoring of transactions as per process guidelines
- Campaign experience in Insurance or Utilities
- Monitor transactions as per targets and guidelines
- Provide coaching and feedback to consultants following audits
- Prepare quality presentations and reports as per requirement
- Collecting and analyzing trends and patterns
- Review and analyze quality results to identify development areas
- Propose action plans based on findings for improvement and assist implementation in collaboration with Operations.
- Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance
- Assist the process AM’s in identifying the training needs for the agents
- Conduct/participate in calibration exercises on regular basis
- Handle incoming calls for process as and when required
- Participating in team huddles and providing brief on Quality performance in the process
- Brief new agents joining the process and explain how the quality functions operates in the process.
- Co-ordinate all process improvement initiatives
Work Experience
- Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an Insurance process/ account
Education
Contact person
James Knoll
James@abcworldwide.com
