Opening for Quality Analyst for Domestic BPO at Navi Mumbai

Job Description

Evolve more effective work process for improving customer interactions.

Call monitoring & call barging
Conduct feedback sessions with agents

Constantly monitor & review performance metrics for achievement of objectives of agents

Contribute inputs towards improvement of the quality of the program

Share the feedbacks with the operations for the improvement of the performance of the agents

Identify relevant training needs of agents & ensure effective implementation.

Interface with IT/HR/Training and Operations

Collate data & generate MIS report.

Salary: INR 1,25,000 - 2,00,000 P.A

Industry: BPO / Call Centre / ITES

Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category: Quality

Role: Quality Coach

Keyskills: quality coach quality analyst QA

Desired Candidate Profile

Education:

UG - Any Graduate - Any Specialization
PG - Post Graduation Not Required

• Must have minimum 1 year prior experience in the role
• Candidates from BPO BFSI background will be preferred
• Candidates having NISM / AMFI certification will be preferred
• Must have knowledge of quality tools and quality functions.

Company Profile

Aegis Limited
http://www.aegisglobal.com/

Aegis is a global business services provider in the area of experience management. We provide a suite of solutions for our clients, from strategy and design to implementation and execution, that help global brands deliver memorable end-customer experiences.

With a presence in 56 locations across 13 countries and with more than 55,000 employees, Aegis manages over a billion customer interactions every year for over 300 clients across verticals such as BFSI, Telecom, Healthcare, Travel and Hospitality, Consumer Goods, Retail, and Technology. Aegis manages, enables, extends, and enhances business experiences for its clients and their customers across consulting, technology, outsourcing, and training and education.

Aegis is an Essar enterprise. Essar is a USD 39 billion conglomerate.

Contact Details

Recruiter Name:Nazia Shaikh

Address: Essar Technopark, Old Swan Mill Compound, LBS Marg, Kurla (W), MUMBAI,Maharashtra,India

Reference Id:Quality Coach/ 30102013/MUM