Description:
Urgent need of an Quality Analyst (George Area)
Requirements
Monitoring of transactions as per process guidelines Campaign experience in Insurance or Utilities Monitor transactions as per targets and guidelines Provide coaching and feedback to consultants following audits Prepare quality presentations and reports as per requirement Collecting and analyzing trends and patterns Review and analyze quality results to identify development areas Propose 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 performance Assist the process AM’s in identifying the training needs for the agents Conduct/participate in calibration exercises on regular basis Handle incoming calls for process as and when required Participating in team huddles and providing brief on Quality performance in the process Brief 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/ accountEducation
MatricContact person
James Knoll
James@abcworldwide.com
16 Sep 2022;
from:
gumtree.co.za