QUALITY ANALYST – TEAM LEADER

Job Category: Banking & BFSI
Job Type: Full Time
Job Location: navi mumbai
Salary: 6-8lpa
Years of Experience: 3-6yrs

ROLES & RESPONSIBILITIES:

  • Participates in design of call monitoring formats and quality standards.
  • Provide actionable data for agent improvement.
  • Coordinates and facilitates call calibration sessions for internal as well as external.
  • Monitoring calls of QAS & providing them feedback on timely basis.
  • Prepares and analyses quality reports for management staff review.
  • Suggests training needs and developments.
  • Handling quality related escalations & taking action against the same on timely basis.
  • Contribute for the initial hiring and selecting process.
  • Coach and guide team to think proactively and encourage them to improve on process and
    productivity.
  • DESIRED CANDIDATE PROFILE:
  • At least 1 years’ team handling experience as Quality team leader
  • Candidate must be graduate
  • Excellent oral, written and interpersonal communication skills
  • Exceptional listening and analytical skills
  • Intermediate level of knowledge / expertise with PC (MS Word & MS Excel)

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