We are looking for Quality Analyst professionals with 2 year of experience specializing in auditing calls/ CHATs and sharing feedback.
- Analyze and verify customer accounts as per available data
- Monitor calls on client provided guidelines
- Provide feedback to front line agents to prevent errors from occurring in the future
- Technical troubleshoot knowledge related to customer’s services issue
- Serve as a subject matter expert on client’s business rules, customer interaction policies and support tools Basic Requirements:
- Good communication and interpersonal skills – verbal and written (fluency in English and comprehension ability)
- Strong team player who exhibits patience as well as the ability to help team members
- Must be reliable in terms of attendance
- Skilled behavior, appearance, and communication skills
- Basic knowledge of Excel and computer applications
- Good at preparing RCA (Root Cause Analysis) and identify trends to provide feedback
- Ability to adapt to frequent changes as per business requirement
- Flexible outlook to adjust to 24x7 shifts – ability to work in teams and in rotational US
- shifts
- Ability of analyze information, evaluate results, and choose the best solutions to resolve
- problems
- Ability to quickly and efficiently assimilate process knowledge
- Detail- and result-oriented, self-motivated with good analytical skills and ability to handle pressure
- Should not have any prior / ancillary commitments – part-time courses, tuitions, etc.
Minimum Qualifications
- Any Graduate or under-graduate with minimum 2 year of experience