Opening for Qualiyt Analyst Information

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Investors Clinic

investorseurope was founded in 2001 and is Europe's largest independently owned Offshore Stockbroker. It is an executing broker, has no portfolio and does not run any positions. Its independence as an offshore stockbroker is an important guarantee for investors in the wake of the nationalisation of banks (and their subsidiary stockbrokers) by World Governments in 2008. Regulator: Financial Services Commission Investor Protection Scheme: GICS Professional Liability Insurance:Eur 1.200.00... Read More

Address	Level 8, Newton Tower Sir William NewtonStreet Port Louis, Mauritius
Website	www.investorsclinic.com
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Opening for Qualiyt Analyst

Tracking the trends and preparing an action plan to overcome challenges. Decreasing the Refunds and Charge back by ensuring the quality to check the hygiene, Compliance andBehavioral issues. Monitoring sales, Tech and customer service calls on required parameters to monitor the compliance followed by the agents across the Lob's. Working on major factors- Increasing revenue, decreasing AHT, Inbound and Outbound call ratios, fraudulent activity on a customer account etc. Reports and Audit analysis to prepare an effective action plan within a given time interval. Preparing Audit sheet/trackers depending upon the nature of audit and the desired results to be obtained /required by the operations. Conducting Calibration sessions within the Quality team and ops. Getting trained on projects within a stipulated time line from the Process owners and specialist, training the QA'son the same and then conducting Audits on the same to obtain the desired result. Prepare periodic reviews and reports on Quality and implement Process Improvement Projects. Identified the grey areas in the team and conducted team refreshers regarding the same. This helped not only in improving the quality of calls evaluated but the calibration issues within theteam as well. To enhance customer quality, take team sessions and training (like briefing before the team logs in, discuss the quality sheet and the major improvement attribute) on weekly basis. Track trending of Attributes(Quality & Business) and arrive into solutions & suggestions in favor of client's business. This has helped the organization to reduce defects in terms of Quality Monitoring. Salary:INR 2,00,000 - 3,00,000 P.A Industry:Real Estate / Property Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations Role Category:Quality Role:Team Leader-Quality Assurance/Quality Control