Quality Analyst -Offshore

The Quality Analyst will be responsible for ensuring excellence in call quality standard. The Quality Analyst will be required to conduct live call monitoring; evaluation of calls; providing constructive feedback through coaching sessions; scheduling and facilitating call calibration sessions as appropriate; preparing quality reports; identifying and implementing quality initiatives for continuous improvement. Key Skills Needed Bachelor degree in related fields of study Minimum of 2 - 3 years’ experience in BPO sector managing offshore clients High level of confidence and ability to establish communication with others. Demonstrated excellent product knowledge Ability to develop and influence others Good at preparing and analyzing data. Proficient in MS word, Excel and Power point. Good coaching skills to be able to provide constructive feedback to Customer Care Executives Excellent Communication and organization skills Prior Exposure to green belt or yellow belt certification will be an added advantage. Prior experience in managing / handling Quality processes is an added advantage. Must be able to install applications on production environment, troubleshoot the issue, taking backups of the data and make necessary upgrades to the system go to method of application »