Job Description

Job Title: Quality Analyst
Location: Hyderabad
Package: Up to 8,00,000 per annumPosition Overview:We are seeking an experienced Quality Analyst with a minimum of 5 years in the international BPO sector. The successful candidate will possess excellent communication skills and a strong background in product and process quality assurance within the banking domain. This role emphasizes soft skills and the ability to analyze and enhance training and support processes.Key Responsibilities:

• Evaluate and monitor the quality of service provided by customer support teams, ensuring adherence to company standards.
• Conduct assessments of customer interactions across various platforms, including chat and call systems.
• Analyze banking transactions related to credit/debit cards, payments, and fraud detection to ensure service quality.
• Collaborate with training teams to identify areas for improvement and create effective training methodologies.
• Prepare training materials and presentations to facilitate ongoing education and improvement.
• Implement Training Needs Identification (TNI) and Training Needs Analysis (TNA) for quality training assessments.
• Monitor On-the-Job Training (OJT) effectiveness and optimize training metrics.
• Provide feedback and coaching to customer support agents based on performance evaluations.
• Maintain documentation of quality assessments and training sessions for tracking improvement areas.

Required Skills and Qualifications:

• Minimum of 5 years of experience in international BPO environments.
• Expertise in quality assurance and process training, specifically in banking operations.
• Strong communication skills with an emphasis on coaching and feedback.
• Proficiency in preparing training materials and conducting quality assessments.
• Familiarity with performance metrics and assessment tools.
• Continuous career progression with no gaps in overall experience is preferred.
• Ability to work from the office, with transport provided.

Additional Information:The Quality Analyst will be expected to uphold high standards of quality assurance and stay updated on industry trends. Candidates should demonstrate a commitment to continuous improvement and operational excellence.Contact Details:For inquiries or to apply, please contact:
Raees
Phone: 9063238178
Email:

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