QualityAnalyst

Job Title: Quality Analyst
Location: Hyderabad
Package: Up to 800000 per annum

Position Overview:

We are seeking an experienced Quality Analyst with a minimum of 5 years in the international BPO sector. The successful candidate will possess excellent communication skills and a strong background in product and process quality assurance within the banking domain. This role emphasizes soft skills and the ability to analyze and enhance training and support processes.

Key Responsibilities:

• Evaluate and monitor the quality of service provided by customer support teams ensuring adherence to company standards.
• Conduct assessments of customer interactions across various platforms including chat and call systems.
• Analyze banking transactions related to credit/debit cards payments and fraud detection to ensure service quality.
• Collaborate with training teams to identify areas for improvement and create effective training methodologies.
• Prepare training materials and presentations to facilitate ongoing education and improvement.
• Implement Training Needs Identification (TNI) and Training Needs Analysis (TNA) for quality training assessments.
• Monitor OntheJob Training (OJT) effectiveness and optimize training metrics.
• Provide feedback and coaching to customer support agents based on performance evaluations.
• Maintain documentation of quality assessments and training sessions for tracking improvement areas.

Required Skills and Qualifications:

• Minimum of 5 years of experience in international BPO environments.
• Expertise in quality assurance and process training specifically in banking operations.
• Strong communication skills with an emphasis on coaching and feedback.
• Proficiency in preparing training materials and conducting quality assessments.
• Familiarity with performance metrics and assessment tools.
• Continuous career progression with no gaps in overall experience is preferred.
• Ability to work from the office with transport provided.

Additional Information:

The Quality Analyst will be expected to uphold high standards of quality assurance and stay updated on industry trends. Candidates should demonstrate a commitment to continuous improvement and operational excellence.

Contact Details:

For inquiries or to apply please contact:
Raees
Phone:
Email:

Remote Work :

No