- Solid process knowledge of SD with minimum 6 years of experience
- Minimum 6 years of experience as Quality Analyst
- Candidate should have good Communication skills.
- Candidate should know how to use excel and presentation
- English B2 level
- Appropriate required language at B2 level or higher (refer to previous email)
Competencies:
- Process Knowledge
- Communication skills
- MS Office knowledge
- Presentation skills
- Interpersonal Skills
- Excel Knowledge
Roles and Responsibilities:
- Daily audits followed by coaching and feedback
- Daily Analysis followed by coaching and feedback
- Publishing dashboard and trend of audit/analysis-weekly/monthly
- Tracking progress of agents
- Developing briefings basis common findings from audits/analysis fortnightly
- Coming up with Process Level Improvement along with taking those to closure
- Weekly/Monthly Technical Audit and CSAT review calls
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.