Job Location: Mumbai
- Should have at least 3 months collection experience
- Preferred DRA certified candidate
- Involves Data Analysis & careful scrutinizing of the details provided by the clients. Meet the Quality Standards and norms and recommend ways to improve the process based on the study conducted.
- Role also involves detailed data analysis. Knowledge of different QA Tools like Pareto, Run Charts, etc. will be an added advantage.
- Achieve process SLAs and MIS Report generation. The Candidate will also be responsible for share feedbacks through presentations in view of continuous process improvement.
- Maintain MISs and report scope of improvement.
- Achieve minimum Gage R&R Specs.
- Candidate should be open for Rotational Shift.
Key Responsibility Areas
- Ensure process improvement and adherence to maximum QA Scores
- Ensure that targeted SLAs are achieved
- Manage team MISs to monitor and scale up skills and productivity.
Knowledge & Skills:
- Excellent oral and written communication skills.
- Excellent client orientation
- Excellent dispute handling skills
- Fast learner
- Excellent Knowledge of MS Excel
- Excellent analytical
- Good knowledge of the web applications and their functioning (Internet & Search Engines)
KPIs (Measurable Parameters of the Role)
- Overall Profitability of the Individual
- % Authentic / Qualitative output
- Client escalations and complaints
ELIGIBILITY CRITERIA
- HSC / Graduate in any stream or 12 + 2/3 years .
- 6 months -1 year experience as a Quality Analyst in BPO / KPO.
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