Quality Analyst (BPO) @ Coppergate Consultants

Job Description

• Quality Analyst (BPO) To monitor and ensure overall quality standards required for the Project are met Monitor performance of all the CSRs as described in the Quality Guide Give regular and timely feedback to CSRs and Team. Leaders Analyze the dissatisfaction reports received from clients and give feedback to CSRs. Requirement Identify the challenge areas and suggest methods to improve quality, both at individual level and at program level. Identify bottom quartile CSRs, facilitate retraining with Team Leaders/Trainers and closely monitor their post training performance. Record CSRs performance-using various CONCENTRIX tools on a daily, weekly and monthly basis. Complete and update MIS, finalize quality reports every month and submit reports to designated stake holders Perform. RCA on complaints and work towards process improvement Participate in Client. Monitoring sessions and share client feedback with Team Leaders / Trainers / Agents. Excellent written, verbal communication and analytical Skills (8/10). 2+ years as QA on papers from BPO BFSI Experience is preferred. Good Coaching & mentoring skills. Working knowledge of MS - Office (Power Point, Excel)Aptitude for understanding and good problem-solving skills. Ability of analyzing and reporting Data accurately. Ability to work under pressure and in strict time lines. Time Management, patience, Maturity, Interpersonal skills, Teamwork are mandatory. Education - Graduate/under-graduate. Shift Timings - 24/7 environment. Transport Facility - One way cab 7 PM to 7 am. Weekly off - 1 rotational day off. Job Type: Full-time Salary: 400,000.00 - 520,000.00 per year Experience: total work: 4 years (Preferred 4 years 4-5.2LPA Mumbai

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Keyskills:   qa quality analyst mentoring skills