Senior Quality Analyst
Current● Monitoring of call recordings for the calls made or received by the associates, to check required quality parameters are achieved.● Coach/Mentor the offshore team on a daily, weekly, and monthly basis to achieve quality improvementsUse the agents’ quality monitoring system to compile and track performance at team and individual level Work closely with supervisors and quality team to develop agent and team specific action and development plansProvide written/verbal feedback and tracking the agents’ performance on all completed monitoring sessionsReport out any zero tolerance cases and suggest corrective actions for defects identified during monitoring.● Do root cause analysis, trend analysis, training need analysis for the process.● Collect and analyse customer feedback that comes through different channels and act on every opportunity.● Ensure adherence to compliance standards.● Identify improvement areas & implement measures to maximize customer satisfaction levels.● Set up metrics to monitor various operational / functional metrics, technical knowledge, and performance, in par with company policies and procedures.
