.. and managing legal affairs within the organization's global operations, providing guidance and support to various departments across different geographical regions, and ensuring compliance with all applicable laws and regulations on a global scale. Responsibilities: 1. Provide expert legal advice and .. read more
Quality Analyst- Sales (Domestic Voice )!.
Roles and Responsibilities :
Providing active feedback to agents through Call/ID & generating audit trends as defined or as per critical needs without compromising total target audits in 80% of available time
Implementing Quality Monitoring Standards & Monitoring ID movements/follow-ups taking corrective measures towards improvement
Participate in huddle sessions, share inputs with Team members related to error trends, process updates and technical issues. Working in close tandem with Assistant Managers and SME's on the process for an excellent team and process performance
Quality Analysts contact all the dissatisfied customers and provide a detailed analysis to improve customer experience.
Required to provide detailed analysis for escalations, product and process changes/launches.
Coordinate for calibration sessions and adherence towards enhancing calibrated process performance
Execute and follow-up on the Coaching & Action Plans
Work on the latest quality tools
Ensure Learning and delivery through implementation of Quality tools as Lean, Kaizen and Six Sigma for achieving internal and client goals on process quality performance
Performance Analysis depending on client & process requirements
Would have a target on monitoring xxx number of calls/ID each per week, remain up to date with the process and trend of calls as well as demonstrate standards of excellence on process and procedure knowledge.
Interested candidates kindly share across your updated resume in order to conduct a role model discussion @ matildad@hexaware.com.
Thanks,
Matilda Dmello
matildad@hexaware.com / 9082299130
Team Coach
Hexaware BPS
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