Voice Analyst/Reporting

Job Code # 201

Job Location-  Kolkata

Salary- 3 LPA to 9 LPA

Key skills-
a) More than 2 years of experience in the service industry
b) Minimum experience working as a quality auditor for at 1 year is mandatory
c) Experience in managing ownership of issues and overall customer experience
d) Any Graduate

Job Description-
• Minimum experience working as a quality auditor for at 1 year is mandatory.
• More than 2 years of experience in the service industry
• Complete quality checks as per the quality check plan
• Complete the feedback loop and ensure verbal feedback is closed for all.
• Daily/weekly reports are to be shared with all analyses and results.
• Do cross-calibration with clients to ensure there are no process gaps.
• Take huddles/briefs for the team and work towards bridging knowledge gaps.
• Understanding of utilities and associated market participants
• Identify factors important to clients.
• Handle customer complaints.
• Ensure customer-based quality parameters are measured and tracked.
• Apply lean & six Sigma practices to resolve ongoing issues.
• Ensure privacy is for the customer-related information/assets.
• Experience in managing ownership of issues and overall customer experience.
• Strong Communication & Analytical Skills
• A Quick Learner
• The qualities of a QA analyst must have a global overview of the company.
• Attention to Detail
• Analytical
• Empathize
• Strong relationship-building skills.
• Multi-Tasking