Quality Analyst - Senior Executive-Business Process & Service Excellence -Quality Excellence

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
• Knowledge on quality procedures
• Create a high performing culture; planning, organizing and prioritizing all work activities to achieve department and team goals and objectives
• Attention to details
• Adaptable and flexible
• Active listening skills
• Self-discipline
• Learning and decision making
• Listening, patience and action oriented
• Team mentoring, engagement and coaching skills
• Clear writing and verbal communication
• Demonstrated problem solving skills and the ability to do multi-tasking
• Excellent Communication Skills
• Strong customer service focus
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving , reasoning and analytical skills
• Negotiation and influencing skills
• Ability to deliver messages/responses in a clear and concise manner