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Hiring for Banking process(voice) Quality Analyst

Keywords / Skills : "QA Analyst", "Banking Operations", "Domestic", BPO, Call center, Inbound

2 - 10 years
Posted: 2019-02-13

Job Description
POSITION PURPOSE

1) The holder of the role is responsible for monitoring the agent transactions ensuring that they are in accordance with the contractual agreement with the client as well as documenting and sharing findings with operations to initiate corrective measures.

2) KEY ACCOUNTABILITIES/ RESPONSIBILITIES

3) Monitor agents to identify errors, deviations & initiate corrective measures.

4) Provide actionable data to various internal support groups as needed.

5) Generate account specific QA reports based upon predefined contractual criteria and provide inputs to

6) operations.

7) Create & maintain timely & accurate QA database.

8) Conduct feedback sessions with Agents.

9) Participate in design of call monitoring formats and quality standards.

10) Compile and track performance at team and individual level.

11) Provide feedback to call center team leaders and managers.

12) Prepare and analyze internal and external quality reports for management staff review.

KNOWLEDGE AND SKILLS (ESSENTIAL)

1) Overview of Internal Audit procedure

2) Familiarity with COPC compliance requirements

3) Good knowledge of spreadsheets and graphs

4) Excellent oral and written communication skills

5) Meticulous and Methodic

6) Good Interpersonal skills

7) Strong knowledge of customer care processes and techniques.

8) Dedication to providing exceptional customer service.

EDUCATIONAL / PROFESSIONAL QUALIFICATIONS (ESSESNTIAL/DESIRED)

1) Graduate in any discipline (MUST)

2) Two years of call center customer care experience, Prior experience in a BPO industry is an added advantage

3) Experience in Banking process in BPO is mandatory

4) Able to speak, read and write in Hindi and English, and other regional languages.

(Hindi is mandatory)

Interview & Job Address : Firstsource Solutions LTD.

19th & 20th Floor, QC1 Building, GIFTCL GIFT City, Gandhi Nagar, Gujarat – 382 355

CTC Range – 3L PA to 4L PA.



About Company

Firstsource is a leader in business process outsourcing, offering a broad portfolio of core enterprise and industry-specific services. The Company’s approach puts process in the forefront, coupling deep process knowledge and insights with targeted analytics and pragmatic reengineering to deliver an integrated solution. Services are seamlessly delivered using the Rightshoring model to meet a client’s business objectives and cost reduction strategy.

The demand for BPO continues to be driven by the economic need to deliver quality, cost efficient services and the business requirement to remain competitive and innovative. We focus on meeting the individual needs of our clients and delivering measurable service improvement and value.

Company Overview
Improving client processes and driving business impact is the prime focus of our entire organization of over 25,000 employees. Firstsource couples its deep process knowledge, insights and best practices with targeted analytics and pragmatic reengineering to deliver a comprehensive solution. Our broad portfolio consists of both enterprise and industry-specific services. In all areas, we execute simple transactional needs to providing process management capabilities, where complex decision-making and keen judgment are required. Services are seamlessly delivered from our Rightshoring model with 44 centers in four countries to meet a client’s business objectives and cost reduction strategy.

Firstsource focuses on the industries of Telecom, Banking & Financial Services, Insurance, Media, Publishing and Healthcare. Our solutions span across the customer life cycle of Customer Acquisition, Customer Services, Transaction Processing, Collections & Accounts Receivables Management and Research & Analytics.
We develop reliable and scalable solutions for essential business processes, consecutive with industry best practices and supported by a robust technology infrastructure, proprietary tools, strong human resources and transition framework.
About Recruiter
Meena Nainar
HR Recruiter
Firstsource solutions Limited
...
Skills I hire for voice, bpo, collections, Good communication, International BPO,
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