Quality Analyst

FPL Technologies

3 - 5 years

0 Lacs

Pune Maharashtra India

Posted:2 days ago| Platform:

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Skills Required

checks audit chat audits coaching calibration test analyze training excel powerpoint

Work Mode

On-site

Job Type

Full Time

Job Description

Opportunity:

Join our dynamic team as a Quality Analyst and contribute to the financial well-being of our customers by assisting them in managing their outstanding credit card bills.

Primary Responsibilities

The Quality Analyst will be responsible for completing quality checks of the calls taken by In-House frontline associates and Agencies across PAN India
The Quality Auditor is responsible for completing the audit set targets Daily/Weekly/monthly basis for Calls/Chat/Email for In-House & PAN India Agencies
Performing the audits and preparing the audit scores on a Weekly/Monthly basis
Giving constructive feedback through various coaching techniques
Knowledge of Quartiles and ensure performance improvements of Bottom Quartile
Conducting Calibration for In-House OPS Team Leaders, Managers & TTQ on a Weekly basis
Perform Performance Knowledge Test on a monthly basis
Analyze parameter wise defects and training needs
Maintaining and delivering process updates
Responsible for refresher training of In-House & PAN India Agencies

Experience Required

Should have Role Experience of minimum 3 - 5 Years as a Quality Analyst Domestic Collections Center in Banking(Credit Card/Personal Loan) must be a graduate
Should have hands on @MS- Office; specifically; Excel/PowerPoint/Word
Quality Tools- Pareto, Check list
Experience in Collections is Mandatory.

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