Quality Analyst

☞ RGS - Raising Global Solutions Pvt Ltd

View: 106

Update day: 06-05-2024

Location: Hyderabad / Secunderabad Telangana

Category: Quality Assurance / Quality Control

Industry: Information Technology Services Computer Software Financial Services

Position: Associate

Job type: Full-time

Salary: View Detail

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Job content

Minimum 3-5 Years Experience Required.

IMMEDIATE JOINERS ONLY (JUNE 28)

Job Description

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  • Conducts quality review of telephonic/email conversations to ensure quality service goals and
standards are met and/or identify areas where improvements can be achieved
  • Audits sales outbound calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures as listed out in the framework
  • Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively with merchants
  • Ensure that the stipulated compliance guidelines are met and corrective measures are taken when
there is a miss
  • Summarizes findings and recommendations and forwards it to team supervisor to use in
performance discussion/assessments and/or promotional decisions
  • Provide coaching and guidance based on audit findings, and delivers weekly/ongoing
performance feedback to associates as outlined by the business
  • Mentor/Transition newly hired representatives to ensure a smooth transition from the learning
environment to the daily production environment
  • Provide formal product/process refresher training to facilitate ongoing learning
  • In cases of escalations by a merchant, the QA assists the representatives in preparing an RCA of
the call, provides data points, or may even take the call on behalf of the representative
  • Maintains comprehensive working knowledge of policies, procedures, and benefits
Mandatory Skills

Excellent communication skills (Written and Verbal) | Ability to draft RCAs work on quality improvement plans | Ability to train and coach | Strong logical reasoning and problem solving skills | Exceptional rapport building, active listening skills | Thorough understanding of the sales function | Hands on experience with SFDC

This job is provided by Shine.com
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Deadline: 20-06-2024

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