Quality Analyst

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Essential Skills

• College graduate
• 2 to 4 Years of banking contact Center experience
• Basic Understanding of Quality methodologies like Six Sigma, Lean, kaizen etc.
• Excellent Communication & feedback/ coaching Skills
• Proficient at MS office Applications like PowerPoint, Excel etc.
• Willingness to work in shifts
• Excellent oral and written communication and listening skills
• Exposure to UK Banking / other vertical Collections

Responsibilities

• Audit the number of cases / calls as mandated by the client and track performance
• Review calls/completed cases for adherence to internal/regulatory guidelines
• Record feedback on Agents & his/her areas of improvements
• Brin...