Roles & Responsibilities:

• Audit transactions and provide feedback and coaching to agents to improve quality.
• Monitor Agents for compliance with established processes, policies and guidelines.
• Share report and analysis based on quality audit results
Work with TL/SME and Managers to improve learning curve of associates
• Analyst will work with the Supervisor and/or Team Coach to provide feedback and coaching to Agents based on evaluation results.
• Analyze information and utilize to build recommendations to reduce errors and improve process performance.
• Create and maintain tracking reports in relation to performance
• Conducting outlier trainings and daily huddles.
• Support service levels by being productive whenever required.
2 – 4 years of overall experience with 1-2 year experience in providing quality monitoring feedbacks

Qualifications:

Graduation.
Order Management(Comms).
Shift-US.
2 – 4 years of overall experience with 1-2 year experience in providing quality monitoring feedbacks.
1.Ability to Mentor agents and give feedback of calls monitored
2.Act as a Subject Matter Specialist
3.Participate in teleconferences and meetings initiated by the customer
4.Take ownership of issues and escalations
5.Escort customers through third party product support
6.Ability to investigate and take action on unresolved cases.
7.Support the agents on day to day activities to ensure faster resolution of issues
8. Ability to plan, prioritize, organize and communicate with client