- Job Search
- Administration And Office Support Jobs
- Office and Admin Assistant Jobs
- Assistant Manager
Similar Jobs
Assistant Manager
In this role, The Quality Analyst will be responsible for Conducting quality audits on customer interactions to ensure adherence to SOP&rsquos and compliance requirements. They would be responsible for Participate in calibration sessions with Clients to ensure scoring consistency and best practices.
Successful candidates should possess relevant years of experience in servicing US-based customers, preferably in Banking, Crypto Financial Crime and/or FinTech Domains. They must have demonstrated strong organizational, time-management, and written and oral communication skills.
Responsibilities
.Incumbent should be open to work in 24.7 environment.
.Conducting quality audits on customer interactions to ensure adherence to SOP&rsquos and compliance requirements (Voice, Chat and Email).
.Participate in calibration sessions with Clients to ensure scoring consistency and best practices.
.Maintain strong program knowledge base basic understanding of client products, services and/or program strategies by going through internal knowledge hub.
.Should be well versed in performing RCA and CAPA, Bottom Quartile Management, analyze and drive CSAT/NPS, Trend Analysis, 7QC Tools, Reports & Charts.
.Should be able to drive SMART feedback to ensure effective coaching with minimal impact on recipient efficiency.
.Hand on experience of working on MS Office & G-Suite applications.
.Excellent communication skills, both verbal and written
.Flexibility to work in a dynamic and fast-paced environment.
.Self-starter, sense of urgency and works well under pressure.
.Demonstrated ability to multi-task and meet timelines or deliverables.
.Must have demonstrated strong organizational, time-management, and written and oral communication skills.
.Ability to constructively confront peers and colleagues with value added input, feedback, and assessments.
Qualifications we seek in you!
Minimum Qualifications
.Excellent customer service skills and ability to assist in customer inquiries independently.
.Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
.Self-disciplined, diligent, proactive and detail oriented
.Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.
.Ability to maintain high levels of confidentiality and data security standards.
Preferred Skillset / Qualifications
.Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.
.Keen attention to detail, customer profiling and pattern identification
.Minimum Graduate (Any Degree).
.Minimum years of experience in the Quality Assurance domain in the BPO industry.
.Having LSSYB/ LSSGB is an added skillset.
for more details, contact us at
hr.helpdeskexit@genpact.com
   Your application has been submitted successfully
Thanks for submitting the application, Please check your email and Goodluck!
You have already been applied on this job.
Email Me Job
Delete Office
Are you sure, you wish to delete?
Job Application
Are you sure, you wish to delete?
Job Portal
Quickest way to apply and increase your chances of getting shortlisted! Please make sure your profile is up to date before your apply.
Apply for - Upload/Choose documents
Resume
Upload your Resume
Cover letter
You Can Upload Image Files (.png, .jpeg or .gif), .pdf and .docx Files.
You Need To Provide At Least Your Resume(.pdf,.docx and .doc) To Submit An Application.
Apply for - Create an Account
Already have an account?SignIn
New to careerz360.com?SignUp