Quality Analyst Job in Maxicus
Job Summary
- Performs call monitoring as per assigned targets
- Coach agents to develop a range of redirects and rebuttals, and is able to lead with an example
- Participates in design of call monitoring formats and quality standards
- Uses quality monitoring data management system to compile and track performance at team and individual level
- Help clients to analyze their needs & focus on the business objectives
- Participates in client calibrations to identify customer needs and expectations
- Provide actionable data to various internal support groups to drive improvement
- Conduct regular process hygiene & vigilance checks
- Conduct sessions with NH agents and conduct their certification/ re-certification
- Login for 2 hours per week to keep up with the process updates and customer behaviors
Desired Candidate Profile:
- Good interpersonal & excellent listening/ comprehension skills
- Time management skills; ability to multitask and successfully operate in a fast paced environment
- Is able to Plan, organize & contribute as a team member to achieve common goals
- Is Result oriented with ability to define realistic outputs
- Ability to identify continuous Agent and process improvement initiatives
- Able to help client to analyze their needs & focus on the business objectives
- Must adapt well to change and successfully set and adjust priorities as needed
- Outstanding customer service skills and dedication to providing exceptional customer care; always leads by example
Experience Required :
2 to 4 Years
Vacancy :
2 - 4 Hires
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