Firstsource
Location
Mumbai | India
Job description
A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies. To know more about Firstsource please visit our website
Job location :Mumbai Position : Sr. Quality Analyst- US Collections Process Division : BPO Experience : 2-4 years of experience in relevant role Roles and Responsibility: Monitor agents to identify errors, deviations & initiate corrective measures. Provide actionable data to various internal support groups as needed. Generate account specific QA reports based upon predefined contractual criteria and provide inputs to operations. Create & maintain timely & accurate QA database. Conduct feedback sessions with Agents. Participate in design of call monitoring formats and quality standards. Compile and track performance at team and individual level. Participate in customer and client listening programs to identify customer needs and expectations. Coordinate and facilitate call calibration sessions for call center staff. Provide feedback to call center team leaders and managers. Prepare and analyze internal and external quality reports for management staff review Experience Required: Under Graduate/Graduate with 1-2 years of experience worked for international voice process as QA Preferred: Prior experience in a BPO industry Know-How Critical: Good written and verbal communication skills & team management skills. Familiarity with the DMAIC Approach Overview of Internal Audit procedure Familiarity with COPC compliance requirements Good knowledge of spreadsheets and graphs, ability to create and present Power Point presentations Follow and ensure compliance to the Information Security Policy Statement, the Acceptable Use Policy and the Information Classification Policy Abide and check conformance by team members to the Do’s and Don’ts explained during the security briefings / announcements. Contact details Padmapriya Shekar [email protected]Job tags
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