Work Setup: Onsite
Location: Centris, QC
Schedule: UK TIME / PH MID-SHIFT
Qualifications:
- At least 2 years in college (No back subjects)
- Minimum of 2 years work experience in UK/US/AU banking COLLECTIONS operations and quality assurance in a call center or shared services environment
- 2 to 4 years of contact center experience in the banking industry
- Basic understanding of quality methodologies like Six Sigma, Lean, Kaizen etc
- Excellent communication & feedback/coaching skills
Responsibilities:
- Audit the number of cases / calls as mandated by the client and track performance
- Review calls/completed cases for adherence to internal/regulatory guidelines
- Record feedback on Agents & his/her areas of improvements
- Bring in necessary changes to the process and constant updating of core process
- Attend calibrations sessions both internal and with the clients
- Collaborate with supervisors to share quality performance issues and provide regular reports on overall performance and trends
- Identify and support other opportunities for quality improvement across the team
- Develop materials and process documentation to support training as and when required
- Documenting quality issues, performance measures and quality improvements for management reviews
- Create quality score cards to track performance level
- Sharing feedback and briefings to associates to improve their quality
- Coordinating and facilitate calibrations
- Able to identify the Root cause and share observations with Operations
- Should have knowledge on 7 QC tools
- Must have a good knowledge on ExcelTNA/TNI/TTQRAG analysis and BQM to identify bottom performers and support management