A RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services and Insurance Verticals. Our Clientele includes Fortune 500 & FTSE 100 companies.
To know more about Firstsource please visit our website www.firstsource.com
Job location : Mumbai
Position : Sr.Quality Analyst- Collection Process
Division : BPO
Experience : 2-4 years of experience in relevant role
Key Skills :
- Monitor agents to identify errors, deviations & initiate corrective measures.
- Provide actionable data to various internal support groups as needed.
- Generate account specific QA reports based upon predefined contractual criteria and provide inputs to
- Create & maintain timely & accurate QA database.
- Conduct feedback sessions with Agents.
- Participate in design of call monitoring formats and quality standards.
- Compile and track performance at team and individual level.
- Participate in customer and client listening programs to identify customer needs and expectations.
- Coordinate and facilitate call calibration sessions for call center staff.
- Provide feedback to call center team leaders and managers.
- Prepare and analyze internal and external quality reports for management staff review
Know-How
Critical:
*Good written and verbal communication skills & team management skills.
*Familiarity with the DMAIC Approach
*Overview of Internal Audit procedure
*Familiarity with COPC compliance requirements
*Good knowledge of spreadsheets and graphs, ability to create and present Power Point presentations.
*Follow and ensure compliance to the Information Security Policy Statement, the Acceptable Use Policy and the Information Classification Policy
*Abide and check conformance by team members to the Do’s and Don’ts explained during the security briefings / announcements.
Eligibility:
Any Graduate
Contact details
Mansi