Lead Associate/Assistant Manager - Transactional Quality - Bangalore

4 - 9 years

6 - 10 Lacs

Posted:5 days ago| Platform: Naukri logo

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Work Mode

Work from Office

Job Type

Full Time

Job Description


  • Monitoring and evaluating inbound and outbound calls and emails according to the criteria set by the supplier in accordance with Client requirement.
  • Documenting quality issues and performance measure for management review and providing information to assist in agent feedback and formal education processes and,
  • Sharing results with Team Leads (and Operations Leader, if appropriate) to help provide individualized feedback to agents
  • Provide Quality evaluation report to Client & track actions taken for improvement
  • Perform transactional audit through recorded calls, remote or SBS, internal error checking, data scrubbings, calibration and Quality certification process.

Qualifications: -

  • Graduate/Post Graduate (Exception Needed if experience is more than 2years as QA)
  • Proficiency in Microsoft Office packages (Word, Outlook, Excel);
  • Excellent interpersonal and communication skills;
  • High attention to detail and accuracy.
  • The ability to:
  • Analyze, validate and interpret data/reports;
  • Multi-task, work under pressure and cope with high volumes of work;
  • Cope with pressures and setbacks;
  • Document problems and assist in their resolution;
  • Document processes and identify areas for improvement;
  • Adapt to change quickly, in a fast-paced environment;
  • Prioritize and manage workflow

Additional Points: -

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