QC Reviewer Analyst

Job Code # 189

Job Location-  Gurgaon

Salary- 6 LPA to 12 LPA

Key skills-
a) Overall 5 years of Contact centre experience
b) Minimum of 1 year relevant experience in Contact Center Quality monitoring operations
c) Auditing, Quality monitoring, Calibration for Calls
d) Any Graduate

Job Description-
• Minimum of 3 years relevant experience in Contact Center Quality monitoring operations
• Should have 6 months collections experience Weekly/Monthly/Quarterly reviews with management
• Auditing, Quality monitoring, Calibration for Calls (Inbound/ Outbound, Chat, Emails & Back-office activities with a good understanding of regulations
• Provide coaching and mentoring to new and existing team members on an ongoing basis.
• Ensure that team members are adhering to call quality standards and practices by conducting regular call-monitoring checks
• Ensure that the team is adhering to the prescribed quality parameters
• To actively participate in providing feedback (positive and negative)
• Conduct team briefings and discussions on a regular basis
• Need to maintain all the Reports & MIS for the same.
• Knowledge of Contact center technology around Quality Monitoring
• Past call monitoring experience (preferred)Excellent telephone manner/interpersonal skills
Competencies/Skills:
• Preparation of QC Plan
• Calibration with Client QC person
• Train operations team on QC fundamentals
• Daily Quality check on the specified number of samples/orders processed
• Daily updating of defect log based on external and internal QC data
• Daily / Weekly / Monthly Analysis of Defect log, Accuracy score, Root cause analysis, and preparation of Corrective / Preventive action plans on high hitters
• Follow up on Actions and work on closures