Sr Quality Analyst

Job Title : Sr Quality Analyst

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, providing 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 targets.
• Drive continuous improvement - make recommendations and drive improvement.
• Participate / Conduct internal & external calibrations to ensure consistent scoring & feedback delivery approach.
• Coach the gamechangers as per coaching models.
• Analyze and report on any fluctuations / changes in how processes are followed or in Key or Critical Service Levels attainment.
• Data analysis and creation of designated reports / presentations.
• Provide key insights to stakeholders based on quality evaluations.
• Skilled to create TNI and share quality audit report with the training department.
• Take on additional responsibilities and projects for process improvement.
• Perform Root Cause Analysis on identified defects.
• Provide key insights from case scrubs / RCAs and Analysis.
• Client Escalation Management.
• Strengthen Quality management processes / framework to improve quality delivery.
• Ensure data management for all deliverables and be accessible without any delay.

Desired Skills :

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 letterhead with authentic signatures of appropriate Concentrix authorities.'

Location :

India Bangalore - Divyashree

Language Requirements :

N / A

Time Type : Full time

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Locations :

IND Bangalore - Divyasree