Concentrix
Location
Noida | India
Job description
Act as a primary POC between the QA teams, OPS & clients.
Recommended responsibilities include but are not limited to the following:
Lead, manage, motivate, and mentor a team of Quality Analysts
Drive consistency to ensure the strong quality performance and alignment across all programs
Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across program
Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads
Implement and drive the QA process and structure
Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders
Implement initiatives and projects to counteract any possible trends, drive business KPIs
Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency
Analyse quality and performance trends to provide recommendations for program improvement
Responsible for the delivery of vendor quality metrics at MBRs and QBRs
Key skills & knowledge:
Excellent communication & interpersonal skills
Excellent MS Office skills (presentation & excel)
Should have good knowledge of FMEA - identification and mitigation of vulnerabilities
Excellent knowledge of Quality & Analytical tools
Preferred candidates from banking process.
Should be well versed with Qualitative concepts
Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability
Educational Qualification: Graduation
Job tags
Salary
