Quality Analyst

Urgent need of an Quality Analyst  (George Area)RequirementsMonitoring of transactions as per process guidelinesCampaign experience in Insurance or UtilitiesMonitor transactions as per targets and guidelinesProvide coaching and feedback to consultants following auditsPrepare quality presentations and reports as per requirementCollecting and analyzing trends and patternsReview and analyze quality results to identify development areasPropose action plans based on findings for improvement and assist implementation in collaboration with Operations.Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performanceAssist the process AM's in identifying the training needs for the agentsConduct/participate in calibration exercises on regular basisHandle incoming calls for process as and when requiredParticipating in team huddles and providing brief on Quality performance in the processBrief new agents joining the process and explain how the quality functions operates in the process.Co-ordinate all process improvement initiativesWork Experience Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an Insurance process/ accountEducationMatric Contact personJames ******