Quality Analyst(Immediate Joiner)
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Role: Quality Analyst
Key Responsibilities
Responsibilities:
• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents 2019 Concentrix Corporation. All rights reserved
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals Additional Requirements
• Good verbal and written communication and interpersonal skills. Personnel should have competency in written and spoken local and English Language.
• Excellent Verbal and Written communications skills
• Proficient with Feedback & Coaching skills
• Must have the ability to work under pressure.
• The applicant should be proficient with MS office (Powerpoint, Excel, Word)
• Drive for self-learning and knowledge enhancement.
• Must have analytical abilities to analyses data, trends from effectiveness surveys.
• Ability to multi-task and meet timelines on deliverable.
• Detail-oriented
Role: Quality Analyst
Key Responsibilities
Responsibilities:
• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents © 2019 Concentrix Corporation. All rights reserved
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals Additional Requirements
• Good verbal and written communication and interpersonal skills. Personnel should have competency in written and spoken local and English Language.
• Excellent Verbal and Written communications skills
• Proficient with Feedback & Coaching skills
• Must have the ability to work under pressure.
• The applicant should be proficient with MS office (Powerpoint, Excel, Word)
• Drive for self-learning and knowledge enhancement.
• Must have analytical abilities to analyses data, trends from effectiveness surveys.
• Ability to multi-task and meet timelines on deliverable.
• Detail-oriented
