Quality Analyst

Quality Analyst (QA) OMR, Perungudi Salary: 2.8 - 3 LPA Roles and Responsibilities Monitor and analyze customer interactions (chats, e-mails, calls & social media posts) across various LOB’s Gives constructive feedback to associates and derive action plan Free flow written communication skills and excellent oral skills required Should be able to analyze gaps and strategize to meet KRAs Root cause analysis to identify opportunities to improve customer experience Provide actionable data to various internal support groups as needed through reports and analysis Understands process/function goals and help the team to achieve them Completing Call Monitoring and Feedbacks as per SLA or Internally defined Conducting Calibration Sessions and initiating Action Plans for reducing Variance Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project Ability to coach associates and peers on Quality tools pertaining to the project Is able to understand the impact of individual performance to meet / improve own targets Coordinating with the client on process related issues & updates Ensure Adherence To Process Quality SLA's Listens & clearly presents information Presents appropriate information in a clear and concise manner, both orally and in writing. Takes others’ perspectives into account when communicating, negotiating or presenting arguments Adapts communication style to suit others Demonstrates high levels of integrity and personal standards in all work related situations Report to work at the agreed-upon time, ready to work with a cooperative and positive attitude Works with Cross-Functional Teams to ensure that both internal and external customer needs Education & Experience Graduates or Under Graduates. 2-3 Yrs. with financial/Telecom Product Selling background. 1 or more years in the relevant role.