Job Title:

Sr Quality Analyst

Job Description

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.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

Key Responsibilities:

Conduct compliance and Quality checks and ensure timely closure as per defined targetsDrive continuous improvement - make recommendations and drive improvementParticipate/ Conduct internal & external calibrations to ensure consistent scoring & feedback delivery approachCoach the gamechangers as per coaching modelsAnalyze and report on any fluctuations / changes in how processes are followed or in Key or Critical Service Levels attainmentData analysis and creation of designated reports/presentationsProvide key insights to stakeholders based on quality evaluationsSkilled to create TNI and Share quality audit report with training departmentTake on additional responsibilities and projects for process improvementPerform Root Cause Analysis on identified defectsProvide key insights from case scrubs/RCAs and AnalysisClient Escalation ManagementStrengthen Quality management processes / framework to improve quality deliveryEnsure data management for all deliverables and be accessible without any delay

Desired Skills:

Good communication (verbal and written) and Analytical skillsGood interpersonal skillsGood Knowledge of computer basics/ troubleshootingAbility to demonstrate and improve customer service skillsKnowledge about the 7 tools of quality will be an added advantageStrong documentation and email etiquetteWorking knowledge of MS office applications like Excel and Power pointUnderstanding of the Audit/mining & skills of effective Feedback/ Coaching processFlexible to work in ShiftsAbility to work under pressure and in strict timelines

Education- 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:

India Bangalore - Divyashree

Language Requirements:

Time Type:

Full time

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