Business/edp Analyst
2 months ago
**Role**:Business/EDP Analyst
**Timings**:Flexible (Permanent)
**Industry**:BPO
**Work Mode**:Hybrid
**Functional Area**:ITES / BPO / Customer Service
**Process**:Semi-Voice
Key Skills: Senior Analyst
- Responsibilities:
Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other
Reports results of evaluations to appropriate Business stakeholders (Quality Leadership,
Operations, Client, Account Management, and Resource Unit partners)
Participates in calibration sessions/call listening sessions with Quality Leadership staff,
Operations, Program Management and clients to ensure scoring consistency and best
practices
Participates in internal quality audits (e.g. periodic audits of existing processes to determine
process control and efficiencies) designed to improve overall contact quality and recommend
changes
Maintains strong program knowledge base; basic understanding of client products, services
and/or program strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations,
Client, Account Management, and Resource Unit partners)
Meet departmental productivity requirements (e.g. number of calls monitored per month,
Complete phone time to keep current on programs (as applicable)
Contribute to maintaining forms and legends documents
Support management focus on review of key drivers, metrics and operational processes
(including Training) that drive Balanced Scorecards and count profitability goals
Additional Requirements:
Bachelor Degree in related field from a four-year college or university with less than one year of relevant experience
preferred
Excellent Verbal and Written communications skills
Proficient with Feedback & Coaching skills
Must have the ability to work under pressure
The applicant should be proficient with MS office (PowerPoint, Excel, Word)
Drive for self-learning and knowledge enhancement
Flexible in working in all shifts as per the client requirements
Must have analytical abilities to analyse data, trends from effectiveness surveys
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