Job Details

Quality Analyst

Location: BANGALORE,  KARNATAKA

Date Opened: 08/19/2022

Job Type:

Job Number: 220003BA

Job Description

Key Responsibilities:

 

Ø  Audit Voice / E-mail / Chat interactions on Product, Process, Communication, and compliance parameters

Ø  Conduct One-O-One and Group Feedback Sessions for the targeted population to improve their performance

Ø  Custodian of all Qualitative parameters including Quality Scores, Compliance and CSAT

Ø  Data analysis and making quality reports and review decks

Ø  Identify Process Improvements and make recommendations by using knowledge of process, proactively identify areas of concern & highlight to the change Team

Ø  Identify Training needs and working in close coordination with Training team to help Advisors come up of the learning curve

Desired Skills & Requirements:

Ø  Min. 1 + years of experience of working as a QA or Sr QA for a US, UK or Australian process (Voice Process)

Ø  Understanding of Mandarin language is a must (read & write both)

Ø  Exposure to Customer Service / Sales domain will be preferred.

Ø  Excellent Verbal & Written Communications Skills

Ø  Very Good Presentation, Feedback and Coaching skills

Ø  Ability to observe, analyze and identify process improvement opportunities

Ø  Ability to work under pressure, Customer Service Attitude with Analytical bent of mind

Ø  Highly energetic & enthusiastic.

Ø  Should be able to work as Individual Contributor and as a good Team player

Ø  Hands-on experience on MS-Office; preferably on MS-Excel, Power Point.

Ø  Basic Data Handling and Data interpretation skill.

Ø  Graduation mandatory ( can consider undergraduate also basis experience)

Ø  Should be comfortable with 24*7 rotational shifts & self-commuting.

Job Qualifications

Thank you for your interest with HBC. We look forward to reviewing your application.

 

HBC provides equal employment opportunities (EEO) to all employees and applicants for employment.