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HGS Openings in Bangalore

Company: HGS

Role: Sr. Quality Analyst

Exp: 3 -6yrs and in international/voice/non-vice/bpo sector -1-2yrs(Mandatory)

Ctc --3.5LPA

Roles and Responsibilities: Sr. Quality Analyst

  • Own and drive the quality Call Process for the team by (call monitoring) /Listening, Coaching and Feedback.
  • Propose new actions to improve productivity and share best practices with the Assistant Manager and Operations Manager of team for quality SLA(IQ/CST/EQ/TAGGING) improvements.
  • Ensure that Customer Satisfaction remains a focus item by working with and updating the monthly CSAT Action plan
  • Analyse Root causes for dissatisfaction and design solutions to address these root causes & Comes up with solutions that addresses or exceeds customers' needs and expectations
  • Own and drive the Documentation Check Process for different product and processes along with the updating and ensure team is briefed about the same.
  • Preparation and dissemination different quality dashboards pertaining to IQ,CSAT,EQ,TAGGING,TNA with internal customers (Trainer/TL/ MIS) and service partner.
  • Attending the call calibration with internal and external team.

Ashwini Manaji 
+91-8032528163| 080 41104141|
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