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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | BPO / Call Center |
| Functional Area | Customer Service (International),Sales / BD |
| EmploymentType | Full-time |
Continuum is hiring Quality Analyst who has good communication skill and strong experience in Process Service Skills monitoring. He will be performing transaction service quality monitoring.
Responsibilities Should be able to work independently with minimal guidance. Should be able to adhere to quality SLAs that are defined. Manage weekly/monthly audit sample for specified customer transactions Facilitate Feedback/coaching for Tech/CSR quality service improvement Track and maintain teams quality score, CSAT performance compliance Impact reduction in quality defects and customer dis-satisfiers Initiate root cause analysis and generate reports and intelligence for the business Undertake process/quality improvement initiatives Ensure good calibration adherence Ensure individual targets and be a team player Qualifications
Need to have basic understanding of Quality framework. Min 2 Years work experience in transaction service quality monitoring Good knowledge of MS Excel, MS Word and MS PowerPoint. Ability to coach and improve Techs/CSR on Quality parameters. Ability to analyze and interpret data. Encourage and motivate the techs/CSR to drive individual performance. Desired but not mandatory relevant IT process transaction monitoring experience. Preferred exposure to LEAN Six Sigma concepts and hands on use of basic quality tools Any graduate. g Good Communication verbal and written Ready to work in 24*7 support.
,Keyskills :
qualitycustomer relationstest casescalibrationauditinglean six sigmaroot cause analysissix sigmaroot causemusic makingquality toolsservice qualityquality analysisexcel powerpointquality monitoringbehavioral trainingservice improvementtran