Quality Analyst with German will act as a Subject Matter Expert with respect to communication and technical knowledge for the analysts in MSC.
Support the operations on any issues or concerns related to communication and technical.
Monitor calls and gives feedback to agents and in turn help the program to improve.
The Quality Analyst will be responsible for compliance of processes and procedures in the Quality team.
They will be responsible for identifying training needs and identifying improvement needs in processes, procedures, and utilization.
Will work closely with Delivery Team in the development and implementation and support of operational policies and procedures.
responsibilities :
Deliver consistent call coaching/s
Ensure that all agents in the team are coached
Ensure effective feedback to all the agents in a timely manner, encouraging improvement for the agent Ensure maximum percentage of movement of agents from Bucket C to Bucket B and Bucket B to Bucket A
Conduct training for Bucket C agents once every month
Serve as Subject Matter Expert (SME) for agents and point of contact for account(s) with the goal of improving the contractual SLA
Provide effective queue specific trainings as directed by management
Should have knowledge to develop analysis and reporting capabilities
Pitch in for process improvements to the delivery / client Client facing skills
requirements-expected :
ITSM ITIL
Quality Tools LEAN/FMEA
Knowledge and implemented
Good hands on experience in Excel
PowerPoint and presentation
To provide support for on call escalations and doing root cause analysis of given issue
To independently resolve tickets within agreed SLA of ticket volume and time
To adhere to quality standards, regulatory requirements and company policies
Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
offered :
Life insurance
Private medical care
MultiSport Card
Subsidy for glasses
Subsidy to language courses
Christmas and holiday bonuses
Clear career path in a growing multinational organization
