QualityAnalyst

Nexgenhiringexperts; Hyderabad; On-site; INR 720,000 - 880,000; Full time

Job summary

A leading recruitment firm in Hyderabad is looking for an experienced Quality Analyst with over 5 years in the BPO sector. The role involves evaluating service quality, analyzing banking transactions, and providing coaching to customer support teams. Strong communication skills and training expertise are essential. This position offers competitive remuneration up to ₹8,00,000 per annum and requires candidates to work from the office.

Qualifications

• Minimum of 5 years of experience in international BPO environments.
• Expertise in quality assurance and process training, specifically in banking operations.
• Continuous career progression with no gaps in overall experience is preferred.

Responsibilities

• Evaluate and monitor quality of service by customer support teams.
• Analyze banking transactions related to credit/debit cards.
• Provide feedback and coaching based on performance evaluations.

Skills

Quality assurance expertise

Strong communication skills

Training material preparation

Performance metrics familiarity

Job description

Job Title: Quality Analyst
Location: Hyderabad
Package: Up to 8,00,000 per annum

Position Overview:

We are seeking an experienced Quality Analyst with a minimum of 5 years in the international BPO sector. The successful candidate will possess excellent communication skills and a strong background in product and process quality assurance within the banking domain. This role emphasizes soft skills and the ability to analyze and enhance training and support processes.

Key Responsibilities:

• Evaluate and monitor the quality of service provided by customer support teams, ensuring adherence to company standards.
• Conduct assessments of customer interactions across various platforms, including chat and call systems.
• Analyze banking transactions related to credit/debit cards, payments, and fraud detection to ensure service quality.
• Collaborate with training teams to identify areas for improvement and create effective training methodologies.
• Prepare training materials and presentations to facilitate ongoing education and improvement.
• Implement Training Needs Identification (TNI) and Training Needs Analysis (TNA) for quality training assessments.
• Monitor On-the-Job Training (OJT) effectiveness and optimize training metrics.
• Provide feedback and coaching to customer support agents based on performance evaluations.
• Maintain documentation of quality assessments and training sessions for tracking improvement areas.

Required Skills and Qualifications:

• Minimum of 5 years of experience in international BPO environments.
• Expertise in quality assurance and process training, specifically in banking operations.
• Strong communication skills with an emphasis on coaching and feedback.
• Proficiency in preparing training materials and conducting quality assessments.
• Familiarity with performance metrics and assessment tools.
• Continuous career progression with no gaps in overall experience is preferred.
• Ability to work from the office, with transport provided.

Additional Information:

The Quality Analyst will be expected to uphold high standards of quality assurance and stay updated on industry trends. Candidates should demonstrate a commitment to continuous improvement and operational excellence.