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Transactional Quality Analyst
Bengaluru · Mid Level
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What we know about this role
LOW
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First 72 hours
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Skills required
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Job description
Quality Analyst (Transactional Quality)
- At least one year of experience as a QA in the service Industry, with a solid track record in a Customer Service role and basic knowledge about Transaction Quality
- Intermediate proficiency on MS Excel and PowerPoint
- Language Proficiency - English, Hindi and any regional languages
- Demonstrated knowledge of Six Sigma, basics of statistics and Lean
- Monitoring calls and all types of business transactions with end users
- Adhering to the periodic quality monitoring targets set for each sampling type assigned
- Timely, accurate and effective feedback and mentoring to agents based on the transactions monitored. Ensuring the agents are aligned to the Voice of the Customer and understand the monitoring standards clearly
- Create agent development plans, RCAs, Corrective plans and provide actionable insights and recommendations to business based on observations from escalations, VOC and Quality Monitoring data
- Identify, Analyse, Suggest, Develop, Implement and Evaluate solutions to boost customer experience and reduce customer effort or pain
- Prepare accurate and Timely MIS/reports based on agreed periodicity
- Ensuring continuous and consistent calibration of self for any changes in the process or quality SOPs
- Partnering with the training team to facilitate new hire orientation sessions on quality
This job description is intended to outline the general nature and key responsibilities of the position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. The responsibilities and qualifications described may be subject to change, and other duties may be assigned as needed. Employment is at-will, meaning the employee or the employer may terminate the employment relationship at any time, with or without cause, and with or without notice.
Data Utilization Disclaimer:
By applying for this position, you acknowledge and agree that any personal data you provide may be used for recruitment and employment purposes. The data collected will be stored and processed in accordance with our privacy policy and applicable data protection laws. Your information will only be shared with relevant internal stakeholders and will not be disclosed to third parties without your consent, unless required by law.
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