Quality Analyst International Voice process @ IMetrix

Job Description

• Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feedback & Coaching, Call Monitoring experience. CSAT, NPS and AHT.
• Able to effectively meet contractual SLAs pertaining quality audit targets.
• Deliver feedback on all audited transactions within the specified timelines.
• Conduct Team briefings on performance, qualitative inputs, process updates, top errors identified through monitoring, Q&A.
• Lead Calibration & call listening sessions with cross function teams to ensure quality standards are maintained
• Candidate should have basic understanding and knowledge of Quality Assurance parameters, design of quality scoring forms, etc.
• To manage QA training, QA attendance and working hours, etc.
• Ability to coach at an agent level & review performance on the end metric - CCR, C-SAT.
• Visual Management - Team wise daily and MTD scores on Quality, CSAT, CCR to` help in identifying gaps in the Process or Technology & make recommendations to streamline the same.
• Implement and Lead Call Calibration internally and/or externally with client(s) if required.

Training:

• To assist with the HR induction process for each new Training batch.
• Ensure that Trainer(s) remains available through the Training process/period for each batch
• To manage Training attendance, break and shift timings.
• Conduct TNAs for the shop floor and accordingly discharge Training Sessions per requirement
• Implement Up-skill sessions for the shop floor and help improve agent skills incrementally

Implement PKT workshops for the shop floor and help improve process efficiency/performance.

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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