24 Apr 2017

Full-Time Quality Analyst/ Senior Quality Controller (Inbound or Outbound service)

RR Donnelley India Outsource Pvt Ltd. – Posted by itparkjobs1Thiruvananthapuram, Kerala, India

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Job Description

Brief description :

Quality Analyst/ Senior Quality Controller (Inbound or Outbound service)

Improve Service capabilities of the agents through monitoring, coaching, mentoring and training and overall development of agents.
Monitor and analyze calls on daily basis to ensure quality standards are met.
Preparing weekly reports.
Coach agents based on evaluation trends.
Drive compliance and ensure that all process guidelines and policies are followed efficiently and appropriately.
To do the training need analysis for bottom quartile agents.
Conduct sessions and coaching whenever required.
Responsible for continual enhancement of agent performance.
Conduct/ participate in weekly calibration sessions with operations/ quality
Train new hires on all quality metrics and guidelines.
Analyze the root causes for the defects identified through the audits using basic quality tools.
Accurately report the root causes of the defects to the business units(Quality/Operations) within defined deadline of identifying the defects.
Analyze trends and submit recommendations to Management for the top 80% defects identified each week/month.
Liaison with operations to bring about improvement in process metrics
Improve Service capabilities of the agents through monitoring, coaching, mentoring and training and overall development of agents.
Monitor and analyze calls on daily basis to ensure quality standards are met.
Preparing weekly reports.
Coach agents based on evaluation trends.
Drive compliance and ensure that all process guidelines and policies are followed efficiently and appropriately.
To do the training need analysis for bottom quartile agents.
Conduct sessions and coaching whenever required.
Responsible for continual enhancement of agent performance.
Conduct/ participate in weekly calibration sessions with operations/ quality
Train new hires on all quality metrics and guidelines.
Analyze the root causes for the defects identified through the audits using basic quality tools.
Accurately report the root causes of the defects to the business units(Quality/Operations) within defined deadline of identifying the defects.
Analyze trends and submit recommendations to Management for the top 80% defects identified each week/month.
Liaison with operations to bring about improvement in process metrics
Preferred skills

Must have BPO experience and excellent verbal and written communication skills.
Minimum 1 year experience as QA as an inbound or outbound service
Good analytical skills
Ability to multi task
Time management
Ability to work well and promote a team environment
Should be ready to work in rotational shifts



How to Apply

Contact email careers.trivandrum@rrd.com

Job Categories: Business Analyst. Job Types: Full-Time. Job Tags: daily basis to ensure quality standards are met. and Improve Service capabilities of the agents through monitoring.

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