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Talent Acquisition at Hinduja Global Solutions
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Hinduja Global Solutions - Quality Analyst (1-9 yrs)
Job Description:
- Monitor calls/ transactions and provide feedback on areas of improvement and strength
- Work with Ops and training to certify OJT agents and give constructive feedback on agent performance
- Agent performance improvement activities: Regular Briefings/ Call listening sessions
- Help the new hires speed up the learning curve
- Periodically conduct audits on the performance of new hires
- Coach tenured and OJT agents on new and existing processes
- Conduct Calibrations (Internal and with Operations)
- Prepare reports in line with the process requirements
- Being part of the projects undertaken for process improvements
- Login and take calls based on the business requirement
- Do a detailed process audits/ RCA
Desired candidate Profile:
- Minimum one year of experience in BPO industry as a Customer Support or as a Quality Analyst
- Excellent verbal & Non - verbal and analytical skills
- Ability to speak English and Hindi fluently
- Intermediate level of knowledge/expertise with Excel & Power point
- Good knowledge of customer care processes and techniques
- Demonstrated ability to work well in a team environment
Salary Range: 8-9 LPA
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
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