Job Description
Job Summary:
We
are looking for high-performing Quality Analysts and Trainers to help
us meet our Quality and training requirements by keeping our company
competitive and innovative. You will be responsible for maximizing our
sales team's potential, crafting training plans, and auditing calls.
Responsibilities:
- Analysis/audits inbound/outbound calls, emails, and customer surveys to identify areas of service
- Delivery that did not meet pre-established performance standards within the CS support /Sales teams
- Provides structured and timely recommendations; verbal and/or written feedback to the advisors.
- Conduct Calibration sessions in sync with the delivery and QA team
- Develop, recommend, and monitor corrective and preventive actions
- Identify training requirements and coaching
- Prepare Daily/Weekly reports
- Develops and conducts a briefing for the targeted group of advisors that addresses Service Quality
- Deficiencies and/or improvement opportunities.
- Uses customer service expertise to assess existing practices and procedures for process improvement
- Opportunities with all CS /Sales Support teams and sites
Requirements:
- Keen
eye for Process enhancement, with knowledge and prior experience of
call audits (Process Quality & Comm) (International BPO Process
US/UK). Candidates with a Sales/Lead generation background preferred.
- The ability to identify gaps and provide inputs to improve performance.
- Keen eye for detail coupled with analytical and problem-solving abilities.
- A strong will to contribute, make positive and result-oriented changes.
- Good verbal and written communication skills.
- Knowledge of quality audit tools.
- Basic level knowledge of Excel reporting.
