Hinduja Global Solutions - Quality Analyst - Voice

- 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 Requirements

Desired Candidate Profile :

- Minimum one year of experience as a Quality Analyst, preferably with experience voice and other environments

- Excellent verbal, non verbal and interpersonal communication skills

- Ability to speak English and Hindi fluently

- Exceptional listening and analytical skills

- 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