WE ARE HIRING

Company: TVS Ki Mobility

Job Role: Workforce Management (WFM) Analyst

Eligibility Criteria

- Any Graduate
- Only Experienced candidates can apply
- Good analytical and problem-solving skills
- Strong communication and coordination skills
- Proficiency in Microsoft Excel (Pivot Tables, VLOOKUP, Formulas)
- Knowledge of Google Sheets is an added advantage
- Willingness to work in 247 rotational shifts

Job Responsibilities

- Daily BAU Quality Audit Conduct daily audits to ensure adherence to quality standards and operational processes.
- Hygiene Audit – Verify compliance with SOPs, documentation, and quality guidelines.
- CA Analysis – Perform Root Cause Analysis based on call recordings, CRM reviews, and escalation cases to identify corrective and preventive actions.
- Quality Sessions & Call Listening Activities – Conduct call listening sessions, provide coaching, and share best practices to improve advisor performance.
- KRI Monitoring & Performance Tracking – Monitor daily Quality KRIs, analyze performance trends, and track improvement initiatives.
- Random, Live & Side-by-Side Audits – Conduct random,



live, and side-by-side audits to evaluate advisor performance, process compliance, and customer handling.
- Feedback to BQM & Audit Agents – Share audit findings, quality feedback, and actionable recommendations with BQM and audit agents to drive continuous performance improvement.

Required Skills

- Advanced Microsoft Excel

- Google Sheets
- Analytical & Data Interpretation Skills

- Valuable Communication Skills
- Knowledge of BPO Metrics (AHT, ASA, Occupancy, Adherence, Shrinkage & SLA)
- Experience with WFM tools such as Genesys, Aspect, Avaya, Calabrio, or IEX will be an added advantage.

Shift

- 247 Rotational Shift (including night shifts)

Salary

- Experienced: Salary as per experience and company standards (Negotiable)

Work Location

- Chennai Perungudi OMR

Join our team and build a rewarding career in Workforce Management with excellent growth opportunities in the BPO industry.

INTERESTED PERSON CONTACT HR

PRIYA DHARSHINI - (phone hidden)

📌 Quality Analyst (Chennai)
🏢 Buzzworks Business Services
📍 Chennai