Transactional Quality Analyst
BengaluruFull-time1–4 yrsPosted 1 week ago
Junior customer support role at KreditBee in Bengaluru. Needs 1+ years and a degree.
About the role
At least one year of experience as a QA in the service Industry, with a solid track record in a Customer Service role and basic knowledge about Transaction Quality Intermediate proficiency on MS Excel and PowerPoint Language Proficiency - English, Hindi and any regional languages Demonstrated knowledge of Six Sigma, basics of statistics and Lean
What you'll do
- Monitoring calls and all types of business transactions with end users
- Adhering to the periodic quality monitoring targets set for each sampling type assigned
- Timely, accurate and effective feedback and mentoring to agents based on the transactions monitored. Ensuring the agents are aligned to the Voice of the Customer and…
- Create agent development plans, RCAs, Corrective plans and provide actionable insights and recommendations to business based on observations from escalations
- Identify, Analyse, Suggest, Develop, Implement and Evaluate solutions to boost customer experience and reduce customer effort or pain
What you need
- Escalation handling
- MIS reporting
- SOP writing
- Customer service
- Six Sigma
- PowerPoint
Good to have
- Lean