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QA - Quality Analysist - Banking Operations

1.00 to 5.00 Years   Hyderabad   04 May, 2023
Acura Solutions
Job LocationHyderabad
EducationNot Mentioned
SalaryRs 6 - 8 Lakh/Yr
IndustryIT - Software
Functional AreaTesting
EmploymentTypeFull-time

Job Description

    QA - Quality Analysist - Banking Operations 1 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.2 Conducts end to end RCA on all escalations to understand reason for incidence and to validate findings of the complaints management team.3 Provides structured and timely RCA and recommendations; verbal and/or written feedback to Frontend leadership and agents4 Performs quality assessment of email responses to check for factual correctness and conformity to processes.5 Prepares and analyzes internal and external quality reports for management staff review.6 Performs mock calls with new hires post-training to determine readiness for moving into support.7 Uses CallCenter tools to gather data and analyze trends or patterns affecting quality.8 Perform other duties as assigned.

Keyskills :
quality analysiscall quality

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