Quality Analyst Project based
2 weeks ago
Your Day-to-Day
Monitors all interactions (calls, emails, Salesforce logs, XL sheets) and ensures accuracy of the same with
on-time/immediate feedback to the floor.
Coordinates and facilitates call calibration/training sessions for call center staff.
Publishes quality trends, feedback and improvement / enhancement reports to Verisk team.
Conduct quality monitoring and coaching
Deal tactfully and courteously with clients
Produce Quality reports and dashboards such as TNI, Pareto etc.
Drive process improvement and ensure process compliance.
Contribute to the development of the short and long term goals of the process.
Ensure quality and CSAT targets are met at all times.
Drive first call resolution and quality initiatives in the program.
Skillset
Excellent oral, written and interpersonal communication skills.
Exceptional listening and analytical skills.
Intermediate level of knowledge in MS-Office.
Works accurately and with an eye for details.
Requirements
Minimum 2 years' experience as a QA in both inbound and outbound projects
Preferred: Candidate must possess at least a Bachelor's/College Degree, any field.
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