Opportunity to work as Quality Analyst
Job Description:
· The role of Quality Analyst is to perform Quality Assurance audits or phone calls.
·
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of organization associates who deal with our existing and potential customers.
·
The QA will monitor inbound and outbound call and emails responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures
.
Were Excited About You If You Have:
· Ability to complete Call Monitoring and Feedbacks as per SLA or Internally defined.
· Performs call monitoring and provides trend data to the concerned team.
· Understands process/function goals and help the team to achieve them.
· Conducting Calibration Sessions and initiating Action Plans for reducing Variance.
· Prepares and analyzes internal and external quality reports for management staff review.
· Multitasking and time management skills.
· Ensure Adherence to Process Quality SLA's.
· Coordinating with the clients on process related issues & updates.
· Takes others perspective into account when communicating, negotiating, or presenting arguments.
· Listens & clearly presents information.
·
Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project.
Requirements:
· Should have more than 1+ year of experience in collections process.
· Preferred 3
rd
Party or 1
st
Party Collections experience.
· Must be self-motivator and self-starter.
· Attention to detail, time management, and decision-making skills.
· Vigilant in following up to ensure that developed plans addressing issues and problems have been implemented.
· Demonstrate flexibility and a sense of urgency.
· Must adapt well to change and successfully set and adjust priorities as needed.
· Ability to multitask and successfully operate in a fast paced, team environment.
· Creative ability & writing proficiency.
