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Quality Analyst/ Senior Quality Controller (Inbound or Outbound service)

Closing on:

28/04/2017

Brief description :

Quality Analyst/ Senior Quality Controller (Inbound or Outbound service)

  • Improve Service capabilities of the agents through monitoring, coaching, mentoring and training and overall development of agents.
  • Monitor and analyze calls on daily basis to ensure quality standards are met.
  • Preparing weekly reports.
  • Coach agents based on evaluation trends.
  • Drive compliance and ensure that all process guidelines and policies are followed efficiently and appropriately.
  • To do the training need analysis for bottom quartile agents.
  • Conduct sessions and coaching whenever required.
  • Responsible for continual enhancement of agent performance.
  • Conduct/ participate in weekly calibration sessions with operations/ quality
  • Train new hires on all quality metrics and guidelines.
  • Analyze the root causes for the defects identified through the audits using basic quality tools.
  • Accurately report the root causes of the defects to the business units(Quality/Operations) within defined deadline of identifying the defects.
  • Analyze trends and submit recommendations to Management for the top 80% defects identified each week/month.
  • Liaison with operations to bring about improvement in process metrics
  • Improve Service capabilities of the agents through monitoring, coaching, mentoring and training and overall development of agents.
  • Monitor and analyze calls on daily basis to ensure quality standards are met.
  • Preparing weekly reports.
  • Coach agents based on evaluation trends.
  • Drive compliance and ensure that all process guidelines and policies are followed efficiently and appropriately.
  • To do the training need analysis for bottom quartile agents.
  • Conduct sessions and coaching whenever required.
  • Responsible for continual enhancement of agent performance.
  • Conduct/ participate in weekly calibration sessions with operations/ quality
  • Train new hires on all quality metrics and guidelines.
  • Analyze the root causes for the defects identified through the audits using basic quality tools.
  • Accurately report the root causes of the defects to the business units(Quality/Operations) within defined deadline of identifying the defects.
  • Analyze trends and submit recommendations to Management for the top 80% defects identified each week/month.
  • Liaison with operations to bring about improvement in process metrics

Preferred skills

  • Must have BPO experience and excellent verbal and written communication skills.
  • Minimum 1 year experience as QA as an inbound or outbound service
  • Good analytical skills
  • Ability to multi task
  • Time management
  • Ability to work well and promote a team environment
  • Should be ready to work in rotational shifts 

Walk in venue

Date: 24th, 26th and  28th April 

Reporting time : 10.00 A.M.

RR Donnelley India Outsource Pvt. Ltd. 

6th Floor, Thejaswini

Technopark, Trivandrum 

 

Walk-in days: Monday/ Wednesday/ Friday.