Roles & Responsibilities:
- Able to effectively meet contractual SLAs pertaining quality audit targets
- Deliver feedback on all audited transactions within the specified timelines
- Conduct Team briefings on product & process updates, performance, qualitative inputs, Accuracy, top errors identified through monitoring\
- Lead calibration sessions with cross function teams to ensure quality standards are maintained
- Perform regular hygiene checks to ensure specific abnormalities are highlighted to the internal team
- Ability to coach at an advisor level & review performance on the end metric – CCR, C-SAT, Accuracy
- Visual Management - Team wise daily and MTD scores on Quality, CSAT, CCR to help in identifying gaps in the Process or Technology & make recommendations to streamline the same.
Knowledge, Skills, Other Abilities:
- Well versed with travel domain knowledge & MS Office (Specially Excel, Word and PPT).Strong supervisory skills with an eye for detail.
- Result Oriented.
- Excellent written and verbal communication skills in English.
- Sound knowledge of MS Office (Specially Excel, Word and PPT)Knowledge of all QC Tools like Pareto, Six Sigma. FMEA, SIPOC etc.
Requirements:
- Graduate
- With at least more than a 1 year of experience as Quality Analyst in BPO handling a voice program
- Flexible in shifting / rotational schedule
- Willing to work in Pune, Maharashtra
- Can start immediately on October 19