Quality Analyst - JMD Megapolis(Job Number: 29062019052713)
Senior Manager, Quality
A. Position Purpose
The Quality Analyst is responsible for reviewing and auditing incidents, email and telephone interactions.
QA is responsible for reviewing and investigating customer survey responses for the Contact Center.
The analyst will also be responsible for facilitating calibration sessions in adherence to our quality program.
A Quality Analyst is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience when interacting with the Contact Center.
The Quality Assurance Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Manager and monitors the result of stated recommendations.
B. Position Responsibilities
Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
Conducts end to end RCA on all escalations to understand reason for incidence and to validate findings of the complaints management team.
Provides structured and timely RCA and recommendations; verbal and/or written feedback to Frontend leadership and agents
Performs quality assessment of email responses to check for factual correctness and conformity to processes.
Prepares and analyzes internal and external quality reports for management staff review.
Performs mock calls with new hires post-training to determine readiness for moving into support.
Uses CallCenter tools to gather data and analyze trends or patterns affecting quality.
Perform other duties as assigned.
C. Qualifications and Experience Requirement
Graduate with a minimum of 50% of passing marks.
Credit Cards/ Banking profile-knowledge of credit card product /dynamics essential
Previous tele calling/ email experience –minimum 1 year
Previous Customer service experience mandatory-minimum 1 year
D. Competency Requirements
a. Technical Skills
Communication; MS office; v+
Outstanding customer service skills and dedication to providing exceptional customer care;
Excellent communication skills to effectively engage with stakeholders
Excellent English language-both written as well as spoken-essential
Knowhow of Vision Plus/ Credit cards related application desirable.
Proficiency of MS Office essential.
b. Behavioural Skills
Team player; interactive
Robust interpersonal skills for collaborating with various Units for facilitating closures.
Effective team player
Must be self-motivator and self-starter;
Exceptional listening and analytical skills;
Solid time management skills;
Excellent verbal, interpersonal communication skills; & writing proficiency
Work Locations:|JMD, Megapolis 3Rd Floor, Jmd Megapolis Sector-48,Sohna Road Gurgaon Gurgaon 122018
Job Posting: Aug 26, 2019 | Unposting Date:|Ongoing