Quality Analyst (POS00374)

Job Description

Competencies and Skills Required:
• Graduate with overall 3+yrs experience as team leader in a domestic/international contact centre in an inbound process (preferably BFSI process) with a team size of at least 15 advisors
• Experience in email handling,Handson experience on ticket management tool, preferably on Freshdesk would be added advantage.
• Proficient in Ms Office, Ms Excel, Ms PowerPoint
• Demonstrates a proficient knowledge of email adequate.
• Candidate should be willing to work in rotating shifts (Night Shifts for male candidates)
• Strong coaching abilities - takes responsibility for coaching people to drive excellent Customer experience
• Analytical and out of the box thinker
• Good interpersonal skills
• Excellent communications skills written and verbal for English language and only verbal for Hindi language
Responsibilities:
• Driving the Key Performance Indicators of the team, viz CSAT scores, Service Levels , Average Handling Time, Talk Times, Productivity, Absenteeism, Schedule Adherence, etc
• Ensure team as a whole exceeds all metrics, SLAs and benchmarks
• Ensures all customer queries on calls and emails are responded to within the defined TAT
• Ensuring appropriate handling of escalations and judicious utilization of financial & non financial authority for authorizing reversals
• Team building & motivating assigned agents towards sustained achievement of performance standards and Unit goals and ensuring minimal absenteeism, productivity leakages and attrition
• Ensuring assigned team s compliance to laid down processes and guidelines.
• Point of contact between Team and Management.
• Partner with Quality team to hold calibrations sessions
• Create a culture which encourages each individual to have the passion to deliver exceptional service
Job Requirement Competencies and Skills Required:
• Graduate with overall 3+yrs experience as team leader in a domestic/international contact centre in an inbound process (preferably BFSI process) with a team size of at least 15 advisors
• Experience in email handling,Handson experience on ticket management tool, preferably on Freshdesk would be added advantage.
• Proficient in Ms Office, Ms Excel, Ms PowerPoint
• Demonstrates a proficient knowledge of email adequate.
• Candidate should be willing to work in rotating shifts (Night Shifts for male candidates)
• Strong coaching abilities - takes responsibility for coaching people to drive excellent Customer experience
• Analytical and out of the box thinker
• Good interpersonal skills
• Excellent communications skills written and verbal for English language and only verbal for Hindi language
Responsibilities:
• Driving the Key Performance Indicators of the team, viz CSAT scores, Service Levels , Average Handling Time, Talk Times, Productivity, Absenteeism, Schedule Adherence, etc
• Ensure team as a whole exceeds all metrics, SLAs and benchmarks
• Ensures all customer queries on calls and emails are responded to within the defined TAT
• Ensuring appropriate handling of escalations and judicious utilization of financial & non financial authority for authorizing reversals
• Team building & motivating assigned agents towards sustained achievement of performance standards and Unit goals and ensuring minimal absenteeism, productivity leakages and attrition
• Ensuring assigned team s compliance to laid down processes and guidelines.
• Point of contact between Team and Management.
• Partner with Quality team to hold calibrations sessions
• Create a culture which encourages each individual to have the passion to deliver exceptional service
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Keyskills :
qualitycustomer relationstest casescalibrationauditingkey performance indicatorsms officeservice levelsinbound processenglish languagevizbfsislascsatexcelhindiemailenglishmetrics