Quality Analyst

Providing event-based and frequency-based feedback. Collecting and analyzing trends and patterns. Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance. 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 initiatives. 
 

•    High level computer proficiency including: 
•    Good computer navigation skills and PC skills
•    Strong Excel, with knowledge of other Microsoft Office Suite
•    Email writing skills
•    Preferably good typing speed and accurate system updating
•    Phone call/master handling skills
•    Keyboarding skills ( at least 30 wpm)
•    Knowledge about US Life Insurance processes
•    Flexibility to work in various shifts
•    Knowledge about US culture...