Mar 2018
Mar 2021
Sr. Quality Analyst
Concentrix Daksh services pvt. Ltd
Bengaluru, IN
· Supplement monitor allocation performed by quality vendor, focusing on individual support and coaching for low performing agents
· Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity
· SLA Tracking and Reporting and analysis of service delivery performance metrics
· Assist Quality Assessment Manager in accessing and maintaining Witness Systems database
· Assist in utilizing reporting tools that track performance at a department, team and individual level to measure quality rates
· Strong expert knowledge of Microsoft Office products, including Word, Excel, and PowerPoint.
· Perform ticket audits of each operations team, ensuring the proper documentation and workflow of service request per internal procedure
· Conduct monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices
· Produce reporting based on audits and offer suggestions, job-aids, etc. for improvement
· Write fundamental documentation in a clear, concise manner and according to standards
· Utilize feedback from customers to facilitate improved quality of services being provided
· Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
· Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center
· Conduct customer interaction and ticket reviews, and complete evaluations
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