Quality Analyst

Concentrix; Mumbai; On-site; INR 300,000 - 540,000; Full time

Job summary

Concentrix is seeking a Quality Analyst for a temporary assignment aligned with the Agent CL11. The role focuses on monitoring and evaluating inbound/outbound calls and other customer contact methods for accuracy and adherence to quality standards, providing insights to improve program performance.

You will assist in the output of assessing quality standards and contribute to program performance improvements by delivering timely feedback and coaching to stakeholders.

Qualifications

• Experience in customer care (voice) — hospital business desirable.
• Ability to work under pressure.
• Understanding of Audit & Coaching process.
• Excellent writing and comprehension skills.
• Ability to observe, analyse and give constructive feedback.
• Presentation, Feedback & Coaching skills.
• Hands on experience on MS-Office; preferably on MS-Excel, Power Point.
• Effective problem-solving skills.
• Interpersonal skills and Teamwork
• Analytical Skills / Quantitative skills
• Process orientation & structured thinking.

Responsibilities

• High-performance delivery on all quality parameters.
• Audit transactions on Product/process and other required parameters.
• Conduct audits and feedback for the targeted population with the objective of improving scores.
• Effective Planning and Prioritization to drive performance.
• Effectively share knowledge through timely closure of all client/quality updates.
• Drive Continuous Improvement in the team along with metrics improvement.
• Customer/Client Interactions.
• Data Collection and Analysis.
• Data analysis and making designated reports/decks.
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Make recommendations and drive improvement.
• Provide mentorship to new hires.
• Reduce learning curve and help enhance product/process knowledge of new joinees.
• Ensure that internal policies, procedures, and compliance regulations are being followed.
• By using knowledge of process, proactively identify areas of concern and highlight to relevant stakeholders.
• Prepare TNA, publish and execute for 100% closure.
• Real Time Support (Production/Live Support) on the floor as per the business requirement.

Skills

Customer care

Auditing & feedback

Data analysis

Under pressure

Interpersonal skills

Analytical skills

Tools

MS-Office

MS-Excel

PowerPoint

Job description

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.

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.

Your Key Priorities And Responsibilities Include

• High-performance delivery on all quality parameters.
• Audit transactions on Product/process and other required parameters.
• Conduct audits and feedback for the targeted population with the objective of improving scores.
• Effective Planning and Prioritization to drive performance.
• Effectively share knowledge through timely closure of all client/quality updates.
• Drive Continuous Improvement in the team along with metrics improvement.
• Customer/Client Interactions.
• Data Collection and Analysis.
• Data analysis and making designated reports/decks.
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Make recommendations and drive improvement.
• Provide mentorship to new hires.
• Reduce learning curve and help enhance product/process knowledge of new joinees.
• Ensure that internal policies, procedures, and compliance regulations are being followed.
• By using knowledge of process, proactively identify areas of concern and highlight to relevant stakeholders.
• Prepare TNA, publish and execute for 100% closure.
• Real Time Support (Production/Live Support) on the floor as per the business requirement.

Essential Skills / Expertise required: -

• Experience in customer care(voice) - Hospital Business Desired
• Must have the ability to work under pressure.
• Understanding of Audit & Coaching process.
• Excellent writing and comprehension skills.
• Ability to observe, analyse and give constructive feedback.
• Presentation, Feedback & Coaching skills.
• Hands on experience on MS-Office; preferably on MS-Excel, Power Point.
• Effective problem-solving skills.
• Highly energetic & enthusiastic.
• Interpersonal skills and Teamwork
• Analytical Skills / Quantitative skills
• Process orientation & structured thinking.