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Quality Analyst

Bangalore, Karnataka

Saburi TLC Worldwide Services Pvt. Ltd

Job Description

Manage and enhance performance of a team of sales/customer service agents.
Monitor and coach/ mentor agents on a daily, weekly, and monthly basis to achieve quality improvements
Assist in developing and streamlining Quality procedures
Work closely with supervisors and quality team to develop agent and team specific action and development plans
The position requires working long hours when needed and to effectively handle challenging situations
Maintain quality reports at agent /team /program level
Provide written/ verbal feedback [CSAT & Quality Monitoring] to agents and tracking agents performance on all completed monitoring sessions
Perform CSAT (Quality of Service) analysis [Verbatim Categorization & Case research] on agent /team /program level
Know & understand operational KPIs, ability to drive them through Quality
Active participation in internal and external calibrations
Preparing training materials for buzz sessions, quality breaks. Conducting Quality breaks, Buzz sessions, up trainings and Agent Round Tables
Achieve minimum production target on a weekly basis to stay in touch with the product
Assist the front-line team by taking over escalated calls where necessary
Through relevant & timely reports communicate performance related indicators into the team and back to the Management
To participate in all front line activities to maintain/enhance knowledge of product
Meet or exceed Transaction Quality Target as set by the Client/Business

Experience of 1 year (or more) as a Quality Coach in a BPO.
Knowledge of sales or customer services.
Excellent English verbal and written communication skills
Working Knowledge of team level call centre reports
Amadeus Experience required for min 1 yr Sound knowledge of industry relevant quality practices used to enhance agent level performance

Job Description :
Sound knowledge of industry relevant quality practices used to enhance agent level performance
Conceptual and creative ability to help the organization and the process by sharing new, innovative and effective ideas for improvement
Ability to effectively deliver feedback
Ability to prioritize work and good time management skills
Service Excellence oriented
Proactive team player
Active listening skills
Excellent analytical and problem solving capabilities
High attention to detail
Pleasing personality
Achievement orientation
Good working knowledge of MS Office
Customer centricity

Company Description

Over 92% customer satisfaction index is a clear reflector of our quality technical support... service. Our live experts will provide assistance for each and every software related issues, Installations of important software and application which will enhance your system performance, Troubleshooting of your windows, software, virus, spyware, malware and related problems. STLC has the capability to bring a fresh perspective to solve existing technical problems, in the course of the engagement to enhance business   Read full description

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
One year
Compulsory Education
Salary range:
₹ 2,25,000 - ₹ 3,00,000 / Yearly (Gross Pay)
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