Quality Analyst

Quality Analyst Overview: Astra Business Services Pvt Ltd at Our Noida centre of excellence is a top player in the international BPO category. This well-known establishment acts as a one-stop destination servicing customers. Over the course of its journey, this business has established a firm foothold in its industry since 2004. The belief that customer satisfaction is as important as their products and services have helped this establishment garner a vast base of customers, which continues to grow by the day. The business employs individuals that are dedicated towards their respective roles and put in a lot of effort to achieve the common vision and larger goals of the company. In the near future, the business aims to expand its line of products and services to cater a larger client base. Our Noida, India establishment occupies a prominent location in Noida Sector 63. It is known to provide top service in the following categories: BPO. Job Summary: We are in search of a Quality Analyst for our international line of business. The role would be responsible for updating, enhancing and producing quality and compliance guidelines as per the US collection laws. The role will involve the candidate in identifying, recommending and administering ongoing/new quality and compliance with call center customer service philosophy and business needs. The role will involve in providing real time and remote call monitoring feedback to our call centre frontline agents. The role may handle a high volume of call monitoring in order to maintain the high standards of call quality. Responsibilities: Partners with department leaders to identify training needs for existing employees, and to draw a process improvement flow. Partners with the learning and development team to streamline US debt collection laws and compliance guidelines. Conducts new hire sessions of quality & compliance based on the LOB on a regular basis. Identifies and implements new practices and processes improvement plans that are best in class. Creating, implementing, and maintaining quality and compliance materials required for the development of product knowledge, process awareness, system expertise, and call handling skills. Ensures 100% adherence to all quality and compliance guidelines for each line of business Provide constructive feedback to the frontline agents. Conduct call calibration sessions on a weekly basis. Requirements: 1 or more years of Call Center experience required, preferred US Collection. Must be aware of US Debt collection laws and procedures. Clear, distinct oral and written communication skills. Dynamic interpersonal and judgment skills. Professional demeanour and dependable work ethic. Ability to work in a fast-paced environment and multi-task. Ability to multitask. Must be able to work evenings and weekends. Education Requirements: High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.