Job Description
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Job Title
Quality Analyst
Job Description
The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e
g
email, chat) for accuracy and adherence to established quality standards
This position assists in the output of assessing quality standards and providing insight to customers to contribute to program performance improvements Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance
We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations Role And Key Responsibilities
Report results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis Achieve departmental productivity requirements (e
g
number of calls/chats monitored per month on schedule etc
)
Facilitate and/or participate in calibration sessions with Quality Leadership, staff Facilitate remote call monitoring sessions as needed
Maintain forms and definitions documents
Participate in performance improving task force with Account Management and clients Participate in internal quality audits (e
g
periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes
Demonstrate mastery and comprehension of clients quality standards Facilitate program specific internal & external calibration sessions
Participate in program management monitoring sessions
Demonstrate proficiency with respect to the client specific sales/service process Maintain current understanding of program strategies while process monitoring Proficiency in use of Quality reporting databases
Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecard and account profitability goals Work closely with the Quality Supervisor & Manager on analysis and process improvement initiatives Key Skills & Knowledge
Proficiency with various software applications programs including e-mail messaging applications Microsoft Word and Excel
Experience in managing international voice clients preferably in Banking/Insurance/Healthcare
Effective oral and written communication skills
Broad understanding of client conformance measures
Process Improvement knowledge/analytical skillspreferred
Educational Qualification : Graduation
Disclaimer:-
'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ?recruitment, ?processingor any other kind of fees in exchange for offer letters from Concentrix
Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities Location:
IND Mumbai Malad West Paradigm Towers Mindspace
Language Requirements
Time Type:
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Job Classification
Industry: IT Services & Consulting
Functional Area / Department: Quality Assurance
Role Category: Business Process Quality
Role: Quality Analyst
Employement Type: Full time
Contact Details:
Company: Concentrix
Location(s): Mumbai
Keyskills:
quality reporting
excel
insurance
quality analysis
software
written communication
healthcare