Quality Analyst

Summary

The Sr Quality Evaluator is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

 

Role and Key Responsibilities

• Define, standardize and monitor quality parameters including both non-critical & critical parameters (End-User, Business critical, & Compliance) and thereafter make recommendations for ongoing improvements in the process.

• Ensure the team meets the assigned audit targets and compliances set as per SLA and performance scorecard for each process through continuous improvement methodologies.

• Design and document standard practices to be carried out-  business processes.

• Work closely with all functions for consistent delivery of service standard.

• Interact actively with the clients at an operational level. Responsible for consistent delivery of service standards as per SLAs.

• Drive a Metrics Driven Culture amongst the Team and establish reliable systems for measurement.

• Monitor systems and process to provide ongoing feedback for continuous improvement to the service delivery standards

• Attention to detail in supporting management reporting with clear and concise data handling and presentation

• Evaluate and identify the capabilities of all processes within the system, introduce metrics to monitor the same and report to management on improvements necessary to meet customer and industry standards.

• Leverage quality tools and techniques to effectively disseminate knowledge on the floor

• Incorporate & establish TQ standards across all LOBs in the span.

• To identify root causes of variances in metrics (if any)

• Responsible for leading, motivating and supervising the team of Quality analysts

Key Skills and knowledge:

• Good Quality domain knowledge & Tool management

• Analytical, logical, reasoning & numerical ability

• Ability to interact with internal and external stake holders

• Excellent oral & written communication skills.

• Expert in Excel & PowerPoint

• Knowledge of basic life insurance terminology

• Graduate in any discipline

• Good People Management skills.

Education: Graduation

 

Disclaimer:-

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.