Live & recorded barging of calls & assessment on the basis of parameters
Monitor phone calls for compliance with client metrics and standards.
Preparing evaluation sheet, taking quality sessions, giving feedback to agents and preparing reports.
Coach and provide feedback to agents on adherence to call standards and ways to improve their performance.
Analyze call center statistics to develop actionable information based on performance results, such as: call volume, percent of calls answered, abandonment rate, and average handle time.
Generates accurate reports using individual, team, and call center metric data to evaluate organizational performance of multiple call centers and service providers.
Lead process improvement projects.
Develop use cases to test data results, process and procedures, and business requirements.
Develop custom reports as requested by leadership, and other business units.
Work with and drive business unit leadership to develop action plans to improve service delivery based on metrics, data analysis, or customer feedback.
Develop process work flow charts and document process and procedures.
Minimum of 3 - 5 years experience in a Quality Assurance or Business Analyst role
Bachelor degree or equivalent experience
Advanced knowledge of Microsoft Excel and Excels statistical package
Strong data and process analytical skills
Ability to develop and maintain complex reports
Knowledge of quality management practices
Working knowledge of developing use cases, process flows and documentation
Ability to multi-task
Strong problem-solving capabilities
Excellent verbal, written communication and feedback skills
Ability to interact professionally with a diverse group including executives, managers, and subject matter experts
Understanding of call center technologies, operations and metrics
Experience with Avaya Call Management System
Experience in a high volume call center environment Process Improvement knowledge/analytical skills preferred.
Previous quality assessment experience preferred
Ability to use Call Recording Systems preferred
Understanding of Inbound/Outbound operations
Familiarity with fundamental feedback and coaching skills is desired.
Should be Team Leader-Quality or a AM-Quality
Location - Bhayander