This job offer is not available in your country.
Senior Quality Analyst - Experience in Sales & Account Management
ConfidentialBengaluru / Bangalore30+ days ago
Job descriptionReview and audit CRM entries, telephone / email / chat interactions and customer surveys to identify areas of service delivery that did not meet pre-established performance standards. Investigate the supporting files. Monitoring, coaching and feedback - responsible for delivery of the defined customer experience in every call. Identify areas of service improvements and develop programs that improve the overall quality and customer satisfaction levels. Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. Coach and develop team members to be resilient in the face of challenges and setbacks and help them distinguish between whats relevant to make sense of complex situations. Provide structured and timely feedback / recommendations; actionable feedback (verbal and / or written) to the rep and / or management to improve individual and team performance. Implementation and effective usage of different QC Tools, best practices, and procedures. Monitor and device plans to improve CSAT / NPS. Monitor employee quality records; track and report on outcomes. Conduct and drive root cause analysis insights to improve cross-functional service processes. Drive operational excellence & process change management. Partner with the learning function, operations and clients to share actionable insights, develop and govern plans for performance improvement goals and development of training programs. Determine readiness of new hires post-training. Analyze and report service quality trends. Participate in calibration sessions. Assist training and operations team in reviewing training and knowledge base materials. Assist in defining audit framework and process for new workflows. Assist in drafting quality assurance policies and procedures. Design and execute strong governance plans to communicate with the internal customers, stakeholders and clients to gain information, feedback and approval. Ensure ongoing compliance with quality and industry regulatory requirements. Develop and maintain a deep understanding of our Marketing Solutions product portfolio and industry knowledge to be able to guide your team through difficult customer engagements Develop and implement best practices and key metrics for your team to provide world class new customer education and onboarding. Partner closely with LinkedIn POCs to align goals and incentives for the overall health of the business. Identify areas of opportunities in our services and contribute to the development of systems, tools, and processes to realize those opportunities. Influence product enhancements, collaborating closely with marketing, product, and other cross-functional teams.
Job Description :
- Monitor agent performance against quality standards to ensure service delivery, customer experience and customer satisfaction levels are met, along with leading the customer experience strategy. Own and govern the end-to-end quality assurance process across all stages of the business.
What kind of work will you be doing (Domain - Job skill requirement)
Skills Required
Coaching, Quality Check, Account Management
Create a job alert for this search
Quality Analyst • Bengaluru / Bangalore
Related jobs![Senior Analyst - C&B [T500-20098]](https://cdn-logos.talent.com/v1/logo/image?feedcode=clickcast-appcast-li-in-cpc&company_name=ANSR)
![Senior QA Analyst [T500-20402]](https://cdn-logos.talent.com/v1/logo/image?feedcode=clickcast-appcast-li-in-cpc&company_name=Talent500)
![Senior Analyst KYC QA - APAC [T500-20545]](https://cdn-logos.talent.com/v1/logo/image?feedcode=clickcast-appcast-li-in-cpc&company_name=MUFG)
%20PVT%20LTD.)
- Promoted
Senior Analyst - C&B [T500-20098]
ANSRBengaluru, Karnataka, India ANSR is a market leader in enabling organizations build, manage and scale global teams through Global Capability Centers (GCCs).
We provide full life-cycle services including GCC design, set up and ...Show moreLast updated: 23 days ago
- Promoted
Senior Analyst, Sales Operations
ConfidentialBengaluru / Bangalore, India Founded in 2019, Glean is an innovative AI-powered knowledge management platform designed to help organizations quickly find, organize, and share information across their teams.By integrating seaml...Show moreLast updated: 9 days ago
- Promoted
Senior QA Analyst
ConfidentialBengaluru / Bangalore The Senior QA Analyst is responsible for ensuring the quality and reliability of our software products.You will play a crucial role in designing, developing, execute and maintaining test plans and ...Show moreLast updated: 30+ days ago
- Promoted
Senior Data Quality and Governance Analyst
JLLBengaluru, Karnataka, India Senior Data Quality and Governance Analyst.JLL Technologies is a specialized group within JLL.We deliver unparalleled digital advisory, implementation, and services solutions to organizations globa...Show moreLast updated: 7 days ago
- Promoted
Senior Quality Analyst - Service Cloud
Coders Brain Technology Private LimitedBangalore Key Skills & Expertise : - Salesforce Service Cloud (SFSC) : Strong understanding of SFSC flows, case management, MIAW (Messaging, In-App & Web) setup, Omni-c...Show moreLast updated: 10 days ago
- Promoted
Senior Analyst, Settlements
ConfidentialBengaluru / Bangalore, India Contribute towards the future strategic direction and process innovation of Securities Services by keeping abreast of changes in customer needs, technology and business environment and taking pro-a...Show moreLast updated: 9 days ago
- Promoted
Record to Report Ops Senior Analyst
ConfidentialBengaluru / Bangalore, India Record To Report - Inventory Accounting Operations.Record to Report Ops Senior Analyst.Accenture is a global professional services company with leading capabilities in digital, cloud and security.C...Show moreLast updated: 30+ days ago
- Promoted
Quality Analyst- Sales Calls
TalentGumBengaluru, IN We are looking for a meticulous and proactive professional to audit sales calls and demo sessions conducted by our agents.
This individual will ensure that our sales representatives consistently del...Show moreLast updated: 7 days ago
- Promoted
Senior Support Quality Analyst
ConfidentialBengaluru / Bangalore, India Samsara (NYSE : IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to ...Show moreLast updated: 9 days ago
- Promoted
Senior Test Analyst - Capital Market
ConfidentialBengaluru / Bangalore Candidate should have minimum 6-8 years of testing experience in Capital markets applications.Candidate should have hands on experience in Capital Markets, Trade & Order Management System, Equity a...Show moreLast updated: 30+ days ago
- Promoted
Senior Test Analyst
ConfidentialBengaluru / Bangalore Candidate should have minimum 6-8 years of testing experience in Capital markets applications.Candidate should have hands on experience in Capital Markets, Trade & Order Management System, Equity a...Show moreLast updated: 30+ days ago
- Promoted
Senior QA Analyst [T500-20402]
Talent500Bengaluru, Karnataka, India Talent500 is hiring for one of its client's.Founded in 1999 and headquartered in New York City, Huge is a global design and technology company that creates digital experiences for the world’s most ...Show moreLast updated: 7 days ago
- Promoted
iAM Quality Analyst
Renovision Automation Services Pvt.Ltd.Bangalore Role Summary : The IAM Quality Analyst will primarily work on the Identity & Access Management Co...Show moreLast updated: 24 days ago
- Promoted
Senior Quality Analyst
ConfidentialBengaluru / Bangalore Monitor agent performance against quality standards to insure service delivery, customer experience and customer satisfaction levels are met, along with leading the customer experience strategy.Own...Show moreLast updated: 30+ days ago
- Promoted
Sales Operations Senior Analyst
ConfidentialBengaluru / Bangalore, India Sales Support - Sales Enablement.Sales Operations Senior Analyst.Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched exp...Show moreLast updated: 9 days ago
- Promoted
Senior Analyst KYC QA - APAC [T500-20545]
MUFGBengaluru, Karnataka, India Japan’s premier bank, with a global network spanning in more than 40 markets.Outside of Japan, the bank offers an extensive scope of commercial and investment banking products and services to busin...Show moreLast updated: 4 days ago
- Promoted
Sr.Quality Analyst- US Residential Mortgage Underwriting
Firstsourcebangalore, karnataka, in Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services.Firstsource specializes in helping customers stay ahead of the curve through transformational so...Show moreLast updated: 7 days ago
- Promoted
Akkodis - Senior Quality Assurance Analyst
IMPLIFY TECHNOLOGIES (I) PVT LTD.Bangalore Job Summary : The Test Sr.Engineer I is part of the Software Applications Development Team and is responsible for analyzing component requirements, designing softwar...Show moreLast updated: 30+ days ago