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    Quality Analyst- Sales - Navi Mumbai, India - Hexaware Technologies

    Hexaware Technologies
    Hexaware Technologies Navi Mumbai, India

    1 week ago

    hexaware technologies background
    Description

    Quality Analyst- Sales (Domestic Voice ).

    Roles and Responsibilities :

    Providing active feedback to agents through Call/ID & generating audit trends as defined or as per critical needs without compromising total target audits in 80% of available time

    Implementing Quality Monitoring Standards & Monitoring ID movements/follow-ups taking corrective measures towards improvement

    Participate in huddle sessions, share inputs with Team members related to error trends, process updates and technical issues. Working in close tandem with Assistant Managers and SME's on the process for an excellent team and process performance

    Quality Analysts contact all the dissatisfied customers and provide a detailed analysis to improve customer experience.

    Required to provide detailed analysis for escalations, product and process changes/launches.

    Coordinate for calibration sessions and adherence towards enhancing calibrated process performance

    Execute and follow-up on the Coaching & Action Plans

    Work on the latest quality tools

    Ensure Learning and delivery through implementation of Quality tools as Lean, Kaizen and Six Sigma for achieving internal and client goals on process quality performance

    Performance Analysis depending on client & process requirements

    Would have a target on monitoring xxx number of calls/ID each per week, remain up to date with the process and trend of calls as well as demonstrate standards of excellence on process and procedure knowledge.

    Interested candidates kindly share across your updated resume in order to conduct a role model discussion @

    Thanks,

    Matilda Dmello

    /

    Team Coach

    Hexaware BPS

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