goals.
Main Responsibilities
- Manage call volume, daily attendance, and program break schedules to optimize performance.
- Collaborate closely with the operations team to analyze and enhance delivery processes.
- Generate cutting-edge ideas for process and service improvement planning.
- Produce daily, biweekly, and monthly internal and external reports.
- Assist with various projects and other duties as assigned.
Skills and Qualifications
The Fusion CX Siliguri Quality Analyst role focused on auditing global processes needs the following qualifications and qualities
- Strong work ethic and commitment to excellence.
- Advanced Microsoft Excel skills, including knowledge of complex formulas; proficiency in MS Word and email communication.
- Experience with IEX, CMS, and Avaya systems.
- Ability to create detailed reports in Excel and forecast outcomes accurately.
- Exceptional attention to detail and a high level of accuracy.
- Proven ability to multi-task and maintain focus for extended periods to meet deadlines.
- Previous call center experience is required for the Siliguri quality analyst role.
- Previous experience in Workforce Management is considered an asset.