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Noida, UP
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Job Details

Position Title Quality AnalystBand 5Location KOLKATA/NOIDAExp Range 3-5 years of experience working as Quality AnalystCTC 3.5L(MIV 4000)Key Responsibilities Responsible for team mentoring.Keep track of schedule adherence. Provide real time Floor Support to agents taking callsHandle Escalation and Supervisor calls/sessions and take Tier 1 calls for specific duration to keep yourself updated on the process knowledgeMotivate the team members to achieve targets set by the company taking the key metrics into consideration.Knowledge sharing and address issues of associates through floor walking, live call barging and provide feedback, coaching on the real time/historic basis.Take regular sessions briefing mentees on critical issues affecting process as and when directed.Share quality audits, coach associates on appropriate measures to correct Quality Process hygiene.Contribute in offering recommendations for process product improvement to the Delivery Manager.Take regular pre and post shift huddles to discuss high and low pointers.Provide Floor support to agents and other assistance as the Backup for the Team LeaderStrong knowledge of Operating Systems (e.g. Current Windows OS) should have knowledge of basic technical issue (no boot, no internet, Wi-Fi connectivity etc.)Knowledge of Telephony/ Devise support Phone, Tablet, Phablet is a pre-requisite Desired Skills Excellent communication skills Good understanding of system resources and allocation Flexible to work.Experience in Healthcare process preferred.Open to work in rotating shifts and weekendsAbility to work under pressure Target Oriented Team Management Skills Good team mentorProfessional work attitude and eager to learnYellow belt certification would be highly desirableAction Oriented, Integrity and Trust, PerseveranceCommand Skills, Problem Solving, Drive for results, standing along and Directing OthersManaging & measuring workAbility to handle pressureProblem solving, analytical and data entry masteryExcellent verbal and written communications skillsStrong external and management reporting skillsProficiency in employee development to assist employees in meeting the Performance Targets through Hiring, Coaching & MentoringAbility to calibrate employee performance to the Performance Targets through monitoring and CoachingAbility to communicate and resolve issues that affect Performance CriteriaAbility to share operational improvement and take action with other teamsAbility to manage projects to improve employee performanceAbility to handle escalations from employees on their teamAbility to escalate issues to their supervisor or other internal departmentsAbility to lead employees on their team to perform as per the laid out process and procedures.CONTACTArshiya Verma9988546712
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 1-3


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