Quality Analyst
- NOVAC
- 1 - 6 years
- Mumbai
- 4 months ago
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Job Description
Job Description:-
Hiring for Sales & Customer Care Quality Analyst for Novac Technology Solutions(Shriram Finance)
Job profile:
- Performs call monitoring and provides trend data to management team.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call centre staff.
- Prepares and analyzes internal quality reports for management staff review.
. Handle team of Verification dept & Quality Analysts.
Requirements:
- 1+ year of call BPO Customer care & Sales experience, preferably in BFSI/NBFC.
- Experience into BFSI/NBFC BPO experience will be added benefit.
- Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Intermediate level of knowledge/expertise with software (Word and Excel).
- Strong knowledge of customer care processes and techniques.
- Demonstrated ability to work well in a team environment.
- Dedication to providing exceptional customer service
Salary: Negotiable based on last CTC
Dayshift with Weekly Offs.
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. ... Prepares and analyzes internal and external quality reports for management staff review. Perform other duties as assigned
The primary task of the quality analyst is call monitoring and providing actionable insight. Through call monitoring, a QA analyst will gather information to help improve agent performance in the call center. As he or she monitors the call, they have an evaluation form that will be used to capture the information. Calibration sessions are required to ensure that all key departments are calibrated on what constitutes a quality call. These sessions are an opportunity to discuss issues and trends as well as cover any new material.
Job Classification
Industry: BPM / BPOFunctional Area / Department: BFSI, Investments & TradingRole Category: BFSI, Investments & Trading - OtherRole: BFSI, Investments & Trading - OtherEmployement Type: Full timeContact Details:
Company: NOVACLocation(s): Mumbai
Keyskills: Sales QA Inbound QA BPO QC Tools Pareto Analysis TNA Calls 7Qc Aht TNI Call Monitoring Call Quality Call Audit Feedback Call Calibration OJT Quality Tools Fishbone KRA CSAT Voice Six Sigma Quality
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NOVAC
Novac Technology Solutions Novac Technology Solutions is a leading IT company, with strong technology and domain expertise in Insurance , Financial Services , HR services and Business Process Management with a proven track record of delivering high quality solutions.
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