Experience:
- More than 2 years experience as a Quality Analyst in B2C non-voice support
- Proven communication skills (written, verbal, presentation and phone) with the ability to learn applications and tools related to customer service
- Strong people & team management experience with proven leadership skills
- Successful track record in supporting Operations and Process Improvisation
- Should be flexible work in different shifts based on changing customer requirements
Preference:
- Working and cultural knowledge of various geographies
- Good background and understanding of payment process
Educational Qualification: Graduate (Any discipline)
Key Responsibilities / Activities
- Responsible for ensuring defect free process with appropriate quality level
- Provide feedback and coaching along with calibration sessions
- Improvement initiatives to improve quality scores
- Knowledge Capture & Transfer (Update dissemination via quality huddles/ emails)
- Work with Process Lead and Training team to produce plans for floor improvement by sharing TNI (Training Needs Identification)
- Closely working with bottom quartile to bring them up the learning curve
- Regular sessions in line with compliance and operational requirements
- In charge of maintaining evaluations completed by the quality team
People & Culture:
- Manage and take accountability of grooming advisors to meet process and functional expectations
- Foster team-work environment
- Actively engage team members in team building activities
- Proactively identify learning and development needs of the team members/advisors
