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Gurgaon

    Quality Analyst - Gurgaon, India - IndiaLends

    IndiaLends
    IndiaLends Gurgaon, India

    6 days ago

    Default job background
    Full time
    Description

    Role Expectations:
    Monitor calls and evaluate Quality Audit form. Identify improvement points and provide actionable insights to the agents. Track progress of the agents assigned to them. Conduct feedback sessions to explain the pain points of the agent and suggest improvements. Maintain audit report and agent progress report. Conduct analysis session with the Team Leader to discuss issues and trends of their team. Make outbound sales calls related to assigned process. Conduct mock call sessions and assessments for training team. Attend calibration sessions to ensure that the Quality Audits are as per guidelines. Raise any scenarios/cases which fall under non-compliance of quality. Conduct disposition wise analysis. Present Root Cause Analysis for their agents escalations. Ensure Staffing, AHT, Break adherence expectations are met on daily basis. Identify and suggest process improvements.


    Role Requirements:
    Proven experience as a quality analyst. Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems. Ability to learn about products and services. Good knowledge of English
    • Should be able to understand and comprehend.
    Good analytical skills Should be able to analyse and interpret data. Outstanding customer service skills with the ability to resolve issues and address complaints. Graduate degree is preferable but not mandatory. Flexibility and willingness to learn new tasks, methods, and systems.


    Assessment Requirements:
    Written and Verbal Skills Listening and comprehension skills Logical and reasoning skills Analytical Skills Ability to work on Excel and MS Office
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