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Quality Analyst
TPMumbai, Maharashtra, India30+ days ago
Job descriptionUnderstand and Comply with Information Security Policies and Procedures and report all security incidents. Good analytical skills Ability to do multi-task Ability to work well in and promote a team environment People Management skills Good communication skills are required Customer Service Good analytical skills Must be very good with data representation Must be very good with MS Excel Time Management Ability to multi-task
Roles and responsibilities :
- Monitor the calls of each advisor and provide immediate feedback to them in case of critical errors and non-critical errors
- Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.
- Report contacts handling performance and statistics through monitoring and test contact evaluation. Also share daily, weekly, and monthly reports submitted to the Quality Assurance Supervisor.
- Will be responsibility to meet Quality related service level monthly
- Randomly monitor calls to ensure Client / TP standards are maintained.
- Need to manage BAU, Business intelligence audit and other compliance audits as per business requirement
- Provide regular feedback to team Members regarding the performance of the team and any issue that needs escalation.
- To work together as a team and achieve the targets set by clients
- Need to be flexible and motivate the team at regular intervals
INFORMATION SECURITY :
Key Skill Set :
Critical Competencies :
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Quality Analyst • Mumbai, Maharashtra, India