Real Time Data Services - Quality Analyst

About RTDS:

RTDS (Real Time Data Services Pvt ltd.)(NASSCOM Member since 2016)is a leading Indian conglomerate in the Cloud computing and communications space. Established in the year 2010, headquartered in Gurgaon (India), RTDS (Real Time Data Services) has established itself as a leading and trusted name in the space of Cloud hosting of accounting software, Business applications and Contact center solutions. With Data centers located globally in Chicago, Dallas, Seattle and Phoenix, RTDS (Real Time Data Services) currently services more than 6,000 clients spread across USA, UK and India.

Website: www.myrealdata.in/

Title: Quality Analyst

Location: Gurgaon

Experience: 3-6 Years

Qualification: B.E/ B.Tech/ B.SC/ BCA/ MCA/ B.Com

Professional Qualification: Six Sigma (Yellow/ Green Belt) {Preferred}

Job Description:

- Responsible for call/chat/Email quality monitoring

- Provide feedback to agents using the prescribed feedback model to improve quality scores

- Mentoring and coaching agents on process level issues

- Monitor adherence to compliance procedure and processes

- Responsible for reporting program-level quality score to the process owners

- Responsible for conducting calibration and performance review call in terms of quality with client as well as the internal team

- Conduct refresher training based on the errors identified

- Maintaining updated log and communicate process updates by conducting a session

- Perform weekly analysis aiming at improving SLA

- Perform brainstorming and root cause analysis to analyze data and provide tips or suggestions to operation/management team

- Identify and highlight potential risk areas and recommend preventive action

- Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board

- Data analysis and making designated reports/decks

- Should be able to identify gaps and provide insights for process improvements, identify trends and recommend opportunities for improvement

Skills & Attributes: -

- Ability to deliver high-quality documentation paying attention to details

- Excellent Communication skills

- Excellent knowledge of Microsoft Office