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Quality Analyst

REAL TIME DATA SERVICES PVT. LTD.
Experience : 2 to 3 Years
Education : Any Graduate
Location : Gurgaon
Posted on 06 Jan 20
Job is expired
Job DescriptionLast Date 06 Mar 20
Quality Analyst

Experience: 2-5 yr(s).

No. of Positions: 3

Role & Responsibilities:

  • Responsible for call/chat/Email quality monitoring
  • Provide feedback to agents using prescribed feedback model to improve quality scores
  • Mentoring and coaching agents on process level issues
  • Monitor adherence to compliance procedure and processes
  • Responsible for reporting program level quality score to the process owners
  • Responsible for conducting calibration and performance review call in terms of quality with client as well as the internal team
  • Conduct refresher training based on the errors identified
  • Maintaining update log and communicate process updates by conducting a session
  • Perform weekly analysis aiming at improving SLA
  • Perform brainstorming and root cause analysis to analyze data and provide tips or suggestions to operation/management team
  • Identify and highlight potential risk areas and recommend preventive action
  • Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board
  • Data analysis and making designated reports/decks
  • Should be able to identify gaps and provide insights for process improvements
  • Identify trends and recommend opportunities for improvement

Skills & Attributes:

  • Graduate in any discipline
  • Six Sigma (Yellow/ Green Belt) {Preferred}
  • Ability to deliver high quality documentation paying attention to details
  • Excellent writing skills in English
  • Excellent knowledge of Microsoft OfficeJob Location – Udyog Vihar, Gurgaon
Job Type : Full Time
Interview Type : Face to Face Interview
Company Description
Real Time Data Services Private Limited (RTDS) is a global information technology, consulting and outsourcing company serving clients in multiple locations across the globe. We command a substantial reputation, especially in cloud hosting of accounting software, business applications, and contact center solutions. RTDS has its data centers located in Chicago, Dallas, Seattle, and Phoenix to serve businesses over the globe.
Job is expired
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