Lead Associate - Transactional Quality - Pune - REF51932T Voice AuditsAccounts Receivable Accounts Payable
Lead Associate - Transactional Quality - Pune - REF51932T Voice AuditsAccounts Receivable Accounts Payable
Posted on :
07-01-2025
Employer Active
1 Vacancy
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Job Description
CRF REF51932T Lead Associate Transactional Quality Pune Phursungi (F&A)
Vertical: Travel
Role: IC
Shift: UK Shift (1:30pm10:30pm)
Mode of work: 5 days WFO (Sat & Sun fixed week offs)
Experience range: 2 years total work ex with min. 1 year exp into Accounts receivable (AR)/Accounts Payable (AP) & having experience in conducting VOICE AUDITS in a BPO company
Interview Rounds: 2 Technical rounds
Job Description
- Complete Daily Call Audit checks as per the process requirement and agreement
- Provide Feedback to the agents for the error identified on a daily basis
- Conduct Customer comeback analysis for all the errors received from the clients
- To meet the monthly Sampling numbers as per the target
- Complete the Feedback targets as specified in the QSD
- Contribute Brainwave Ideas to improve the process
- Prepare all team and client related reports for Call Audits conducted by Quality
- Complete RCA for all the errors identified Internal and External Errors
- Ensure the QA process adheres to ISO guidelines and GDPR Guidelines
- Identify the improvement areas for staff and share it with the AM Quality
- Communication with clients on a periodic basis through the Dashboards/Reports/Connects
- Complete the Calibration exercise on a periodic basis as defined
- Create Error analysis/RCA Report on a weekly basis
- Attend all the development and quality trainings that are identified for a QA
- Help operations in identifying the training needs for the ops associates
- Drive projects and be part of the projects that are identified in the team
- Conduct Training and Refreshers for Soft Skills and arrange any Process related findings on a regular basis
- Manager Bottom Quartile for the Call Audits
Skill Requirement
- Analytical skills and time management
- Excellent Communication skills verbal and written
- Coaching and Feedback
- Conflict Management
- Interpersonal skills and people skills
- Eye for Detail
Qualifications :
Commerce Graduate
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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