Job highlights
The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team. Job Duties:-
Key Responsibilities:-
Quality Analysts are responsible to audit calls, monitor email transactions and accurately measure qualitative performance of a Champion.
The measured performance need to be coached on for higher performance within agreed timelines.
They play the role of a classroom facilitator, coach and supervisor.
Quality Analysts need to demonstrate effective leadership skills through developing awareness and knowledge of Client values, customer service skills, computer skills, product, policies and procedures.
The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team.
Job Duties:-
Transaction Monitoring (Phone / Email/Chat) Giving feedback Prepare MIS/reports Performing training need analysis.
Process improvement.
Leading and participating in calibration sessions. Improving performance through interventions.