Quality Analyst

Greetings of the Day!

Quality Analyst

Opportunity:

• 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