Sr. Quality Analyst

Job Title:

Sr. Quality Analyst

Job 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:

• Consistent alignment with operations by auditing calls and e-mails, chats.

• Support Front Line Recruitment Teams to assess the quality of new hires

• Understanding needs, conducting refresher training in English - as per requirement

• Demonstrating innovation in training by incorporating the floor requirement into the curriculum.

• Maintaining Data and MIS as per the training BPMS / requirement

• Supports intra & inter function collaboration.

• Proactively implement best practices and add value across locations.

• Attend the TTT for any client requirements.

• Interfaces with customers as per requirement

• Conducts Need Analysis and shares feedback with the stakeholders.

• Meeting the monthly Conversion & Effectiveness targets

• Providing Feedback to the New Hires on Soft Skills and basic grammar

• Mentoring the New Trainers

• Participate in calibration of Trainers, QAs and Voice Coaches within the team and with the TTBU training team.

• Analyze and report findings for Process Training batches.

• Conduct refreshers basis TNA, publish and execute for 100% closure every month.

• Meet the training requirements of the BU basis TNA.

• Design & develop training processes (need identification to feedback and follow through) in consultation with the training teams.

• Track and report improvements.

Key skills & knowledge:

• Excellent communication skills (English & Hindi).

• CAT Score of 5.5 or higher

• Excellent facilitation and presentation skills

• Data handling / data interpretation and Data Management.

• Good people management and Interpersonal Skills.

• Good knowledge of computers and MS Office (Excel, Power point).

• Willing to work in a 24x7 shift environment.

• Analytical / Quantitative skills

• Planning and Decision making

• Ability to prioritize.

• Ability to meet deadlines.

• Multi-tasking

• Strong organizational and presentation skills

• Ability to work under pressure.

• Ability to drive initiatives to closure.

• Ability to deal with all levels of employees with different accents and dialects.

• OD experience will be an added advantage.

• Experience in the International Customer Service Process will be an added advantage.
  

Educational Qualification: Graduate.

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.

Location:

IND Gurgaon Building 14 - 11F, Tower D

Language Requirements:

Time Type:

Full time

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