Greetings from Globiva !!
Urgent requirement for Quality Analyst
Contact Person- Prabhleen Kaur
Mobile +91 7838151315 | Email: Prabhleen.email@example.com
Interview Going on
Address - Globiva, # 418-419, 2nd floor , AIHP Signature, Udyog vihar Phase 1V, Gurgaon 122015, India
Job Description for Quality Analyst
Auditing of calls and complete analysis of service requests.
Preparation of daily dashboards & Analysis of reports/data.
Sharing daily reports & Quality Scores with the team.
Sharing One-O-One Feedback with agents on the basis of audits.
Participating in internal & external calibration sessions with Quality/Operations.
Analysis of Service requests and sharing RCA.
Data analysis and making designated reports.
Works with Operations team to develop the overall process improvement strategy and quality plan.
Monitoring if CCE has used the right telephone etiquettes and followed appropriate hold procedures and has given a proper resolution for the customer's request.
Highlighting issues as per the quality parameters.
Inducting Refresher/Quality sessions as per requirement.
Identifying fatal and non-fatal errors impacting the process and take corrective/preventive action.
Identifying areas of improvement and preparing the process to achieve the desired Quality Standards.
Ensuring that internal policies, procedures, and compliance regulations are being followed.
Conducting quality sessions for NHT batch.
Providing supervisors & manager with regular performance feedbacks on the executives.
Auditing calls for trainees during training & on job training (OJT Batch)