About this role
Opportunity to work as Quality Analyst
Job Description:
· The role of Quality Analyst is to perform Quality Assurance audits or phone calls. · Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of organization associates who deal with our existing and potential customers. · The QA will monitor inbound and outbound call and emails responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures .
Were Excited About You If You Have:
· Ability to complete Call Monitoring and Feedbacks as per SLA or Internally defined. · Performs call monitoring and provides trend data to the concerned team. · Understands process/function goals and help the team to achieve them. · Conducting Calibration Sessions and initiating Action Plans for reducing Variance. · Prepares and analyzes internal and external quality reports for management staff review. · Multitasking and time management skills. · Ensure Adherence to Process Quality SLA's. · Coordinating with the clients on process related issues & updates. · Takes others perspective into account when communicating, negotiating, or presenting arguments. · Listens & clearly presents information. · Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project.
Requirements:
· Should have more than 1+ year of experience in collections process. · Preferred 3 rd Party or 1 st Party Collections experience. · Must be self-motivator and self-starter. · Attention to detail, time management, and decision-making skills. · Vigilant in following up to ensure that developed plans addressing issues and problems have been implemented. · Demonstrate flexibility and a sense of urgency. · Must adapt well to change and successfully set and adjust priorities as needed. · Ability to multitask and successfully operate in a fast paced, team environment. · Creative ability & writing proficiency.