QUALITY ANALYST  Monitoring agent customer interactions against specified policies and procedures as stated in Quality Assurance guidelines. Guiding and training agents on new procedures and new guidelines across the floor. Conducting remote monitoring sessions, completing performance summaries that are submitted to the Quality Team Lead and the Quality Manager. Assist training department to analyze the skill/will issues of the non-performers who… Show more QUALITY ANALYST  Monitoring agent customer interactions against specified policies and procedures as stated in Quality Assurance guidelines. Guiding and training agents on new procedures and new guidelines across the floor. Conducting remote monitoring sessions, completing performance summaries that are submitted to the Quality Team Lead and the Quality Manager. Assist training department to analyze the skill/will issues of the non-performers who are in the bucket of performance improvement plan. Identifying the grey areas in the team and conduct team refreshers regarding the same. This has helped not only in improving the quality of calls evaluated but the calibration issues within the team as well. Randomly auditing calls to ensure Quality standards are maintained.  To enhance customer quality, conducting team sessions and training (like briefing before the team logs in, discuss the quality sheet and the major improvement attribute) on weekly basis. Working as a Dispute analyst for process, handling chargebacks/disputes raised by the customers ,recognizing and responding them appropriately along with proof to the different Payment processors like (Visa, Amex, Power pay, Discover). Show less