Quality Analyst

Convergys; Mumbai; On-site; INR 350,000 - 700,000; Full time

Job summary

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. The Mumbai-based Quality Analyst role is a temporary assignment aligned with Agent CL11, focusing on monitoring inbound/outbound calls and other channels for accuracy and adherence to quality standards, while providing insights to drive improvements.

Key responsibilities include audits, coaching, data analysis, trend reporting, and mentorship to new hires,

Qualifications

• Experience in customer care (voice) is 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.
• Highly energetic & enthusiastic.
• 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.
• 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.
• 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 (voice)

Work under pressure

Audit & Coaching

Writing & comprehension

Feedback & coaching

MS-Office (Excel, PowerPoint)

Analytical skills

Process orientation

Tools

MS-Office

MS-Excel

PowerPoint

Job description

Job Title: Quality Analyst

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.

Disclaimers

• The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.


• Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or 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

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.