Job Description

Job Title: Quality Analyst Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. Role and Key Responsibilities: High performance delivery on all quality parameters. Audit transactions on Product/process and other required parameters. Conduct audits and feedback for the targeted population with the objective of improving scores. Effective Planning and Prioritization to drive performance. Effectively share knowledge through timely closure of all client/quality updates. Drive Continuous Improvement in the team along with metrics improvement Customer/Client Interactions. Data Collection and Analysis Data analysis and making designated reports/presentations. Participate in calibrations to ensure consistent scoring & feedback delivery approach. Make recommendations and drive improvement. Provide mentorship to new hires. Reduce the learning curve and help enhance product/process knowledge of new team members. Ensure that internal policies, procedures, and compliance regulations are being followed. Leverage process knowledge to proactively identify areas of concern & highlight to relevant stakeholders. Prepare TNA, publish and execute for 100% closure. Real Time Support (Production/Live Support) on the floor as per the business requirement. Key skills & knowledge: Experience in customer care(voice) for an Airline / Travel related business Must have the ability to work under pressure. Understanding of the Audit & Coaching process. Excellent writing and comprehension skills. Extremely good verbal & written communications skills. Technical knowledge of English communication - sentence construction, grammar, punctuation etc. Ability to observe, analyse and give constructive feedback. Presentation, Feedback & Coaching skills. Hands on experience on MS-Office preferably on MS-Excel, Power Point. Customer orientation. Customer Service Attitude. Effective problem-solving skills. Highly energetic & enthusiastic. Educational Qualification : Graduation Disclaimer:- \'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for \'recruitment\', \'processing\' or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.\' Location: IND Mumbai - Malad West Paradigm Towers Mindspace Language Requirements: Time Type: If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the

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