Quality Analyst
Year Chennai, Tamil Nadu, India
Job Description
Monitor and analyze customer interactions (chats, e-mails, calls & social media posts) across various LOBs
Gives constructive feedback to associates and derive action plan
Free flow written communication skills and excellent oral skills required
Should be able to analyze gaps and strategize to meet KRAs
- Root cause analysis to identify opportunities to improve customer experience
Understands process/function goals and help the team to achieve them
- Completing Call Monitoring and Feedbacks as per SLA or Internally defined
- Conducting Calibration Sessions and initiating Action Plans for reducing Variance
- Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project
- Ability to coach associates and peers on Quality tools pertaining to the project
- Is able to understand the impact of individual performance to meet / improve own targets
Ensure Adherence To Process Quality SLA\'s
Listens & clearly presents information
Presents appropriate information in a clear and concise manner, both orally and in writing.
Takes others perspectives into account when communicating, negotiating or presenting arguments
Adapts communication style to suit others
Demonstrates high levels of integrity and personal standards in all work related situations
Report to work at the agreed-upon time, ready to work with a cooperative and positive attitude
Works with Cross-Functional Teams to ensure that both internal and external customer needs are met
Expertia AI Technologies
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Job Detail
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Job IdJD3199107
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Rs.273000 per year
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Employment StatusPermanent
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Job LocationChennai, Tamil Nadu, India
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EducationNot mentioned
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ExperienceYear