REF78733Z-Lead Associate - Transactional Quality - Vizag - Customer Service- US shift
REF78733Z-Lead Associate - Transactional Quality - Vizag - Customer Service- US shift
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Salary Not Disclosed
1 Vacancy
Job Description
Job Description:-
- Complete Daily Quality audits as per the process requirement - Quality Analyst is responsible for Chat / Email / Backoffice evaluations monitoring assessing and improving the Quality of service
- Provide Feedback to the agents for the error identified
- Conduct Customer comeback analysis for all the errors received from the clients
- To meet the monthly Sampling numbers as per the target
- Complete the Feedback targets as specified in the QSD (Quality Standard Document)
- Prepare all team and client related reports for Quality Complete RCA for all the errors identified
- Ensure the QA process adheres to ISO guidelines
- Identify the improvement areas for staff and share it with the AM/DM/GM Quality
- Communication with clients on a periodic basis
- Complete the Calibration exercise on a periodic basis as defined Create Error analysis/RCA Report
- Attend all the development and quality trainings that are Prescribed for a QA
- Help operations in identifying the TNI(Training Need Information) for the low performing staff Competencies:
- Knowledge of Quality assurance and practices
- Attention to detail and accuracy
- Understanding of Quality standards
- Basic Banking Background - Understanding of Fraud & Dispute
- Strong analytical and problem-solving skills.
- Strong communication skills
- Verbal and Written (in English).
Qualifications :
Any Bachelors Degree
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
