Description

Job Role would require a candidate to audit Naukri profiles and Client Resumes to ensure No or minimum deviation with client's actual credentials. Feedback to improve agent performance. Role also involves detailed data analysis. Knowledge of different QA Tools like Pareto, Run Charts, Control Charts etc. will be an added advantage Maintain Process SOPs Maintain MISs and report scope of improvement Achieve minimum Gage R&R Specs. Conduct Refresher Trainings basis TNI Prepare & Maintain Training Material Able to handle client escalations & client calls Connect with Client on calls/ emails to capture feedback and embed the suggest/drive process improvement programs Key Responsibility Areas: Ensure adherence to minimum audit productivity. Ensure process improvement and adherence to maximum QA Scores Manage team MISs to monitor and scale up skills and productivity. Ensure that targeted SLAs are achieved in the said period. Conduct Training Sessions basis TNI Client Feedback calling Cross functional leadership Liaison with various teams like Sales, Customer Service & Data Management to ensure effective customer handling. KPIs (Measurable parameters of the role) Overall Profitability of the Individual % Authentic / Qualitative output Client escalations and complaints CSAT Survey on calls/ emails Desired Candidate Profile Requirements: Graduate 1-3 years of Experience in a BPO or Back office Minimum 1 Year experience as a Quality Analyst in transactional quality Competencies required doing this job well: 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)

Role and Responsibilities

• Job Role would require a candidate to audit Naukri profiles and Client Resumes to ensure No or minimum deviation with client's actual credentials. Feedback to improve agent performance. Role also involves detailed data analysis. Knowledge of different QA Tools like Pareto, Run Charts, Control Charts etc. will be an added advantage Maintain Process SOPs Maintain MISs and report scope of improvement Achieve minimum Gage R&R Specs. Conduct Refresher Trainings basis TNI Prepare & Maintain Training Material Able to handle client escalations & client calls Connect with Client on calls/ emails to capture feedback and embed the suggest/drive process improvement programs Key Responsibility Areas: Ensure adherence to minimum audit productivity. Ensure process improvement and adherence to maximum QA Scores Manage team MISs to monitor and scale up skills and productivity. Ensure that targeted SLAs are achieved in the said period. Conduct Training Sessions basis TNI Client Feedback calling Cross functional leadership Liaison with various teams like Sales, Customer Service & Data Management to ensure effective customer handling. KPIs (Measurable parameters of the role) Overall Profitability of the Individual % Authentic / Qualitative output Client escalations and complaints CSAT Survey on calls/ emails Desired Candidate Profile Requirements: Graduate 1-3 years of Experience in a BPO or Back office Minimum 1 Year experience as a Quality Analyst in transactional quality Competencies required doing this job well: 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)