Quality Analyst for Inbound Calling Process

Designation: Senior Analyst/ Analyst

 

Job Description:

 

• Analyze and verify customer accounts as per available data
• Monitor calls on client provided guidelines
• Provide feedback to front line agents to prevent errors from occurring in the future
• Troubleshoot technical issues related to customer’s services
• Serve as a subject matter expert on clients business rules, customer interaction policies and support tools

Basic Requirements:

• Good communication and interpersonal skills – verbal and written (fluency in English and comprehension ability)
• Strong team player who exhibits patience as well as the ability to help team members
• Must be reliable in terms of attendance
• Professional behavior, appearance, and communication skills
• Basic knowledge of Excel and computer applications
• Good at preparing RCA (Root Cause Analysis) and identify trends to provide feedback
• Ability to adapt to frequent changes as per business requirement
• Flexible outlook to adjust to 24x7 shifts – ability to work in teams and in rotational US
  shifts
• Ability of analyze information, evaluate results, and choose the best solutions to resolve
  problems
• Ability to quickly and efficiently assimilate process knowledge
• Detail- and result-oriented, self-motivated with good analytical skills and ability to handle pressure
• Should not have any prior / ancillary commitments – part-time courses, tuitions, etc.