Domestic BPO Quality Analyst

Previous work experience BPO Sales BFSI Background as a Quality Analyst from Domestic BPO Mandatory

Role: Quality Analyst Job Description & Key Deliverables:  Evaluate and audit transactions and provide detailed feedback via an evaluation tool.

 Provide grammatically correct, specific, and actionable feedback to ensure effective coaching with minimal impact on recipient efficiency

 Ensure optimal accuracy (scoring & knowledge) on all evaluations performed

 Active participation in Calibrations and Trainings as scheduled

 Committed to meet or exceed set volume and productivity targets

 Sensitive to customer/business needs and solution-driven

 Ability to identify and capture VOC (understands the difference between good and bad VOS) Desired Skills and Experience  Graduate (from any field)

 Minimum 12 months experience as Quality Auditor/Coach/Analyst

 Customer service oriented.

 Should have prior knowledge of sales processes and Techniques

 Good attention to detail and result driven approach

 Should have a good aptitude for fact-finding

 Understanding of quality methods and tools (score calculations, parameters ratings, etc.)

 Good with MS Office – Word and Excel. PowerPoint will be an added advantage

 Basic knowledge of computers (typing speed)

 Strong business communication skills - both written and verbal

 Possess an attitude to work as a team player

 Flexible with work timings, as per business requirements

 Flexibility to get cross-trained on different processes / LOB(s)

 Willingness to work on weekends, and outside of the standard work day.

 Understanding and working under pressure in a high-volume processing environment and consistently meeting standards for quality

Job Types: Full-time, Permanent

Benefits:
• Health insurance
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:
• Day shift

Supplemental Pay:
• Performance bonus

Education:
• Bachelor's (Preferred)

Experience:
• total work: 1 year (Required)
• Quality assurance: 1 year (Required)

Language:
• English (Required)
• Malayalam (Required)

Location:
• Koramangala, Bengaluru, Karnataka (Required)

Shift availability:
• Day Shift (Required)

Willingness to travel:
• 100% (Required)

Work Location: In person