Transactional Quality Analyst

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

• 1–4 yrs of experience
• Escalation handling
• MIS reporting
• SOP writing
• Customer service
• Six Sigma
• PowerPoint
• Any graduate

Good to have

• Lean