Qureos Mentor

Career Guideline Services India Pvt. Ltd

Role: Sr Quality Analyst 
 
DESIGNATION 
 
: Sr Quality Analyst 
 
LOCATION : 
 
Bangalore 
 
MINIMUM YEARS OF EXPERIENCE 
 
: 2+ years 
 
Salary : 6.5 LPA 
 
 
 
 
 
 
Role and Key Responsibilities: 
&#61623; 
 
Report results of evaluations to appropriate Quality/Operations stakeholders (Quality 
Leadership Supervisor and Account Management) on a weekly and monthly basis. 
&#61623; Achieve departmental productivity requirements (e.g. number of calls/chats monitored 
per month on schedule etc.). Facilitate and/or participate in calibration sessions with 
Quality Leadership, staff. 
&#61623; 
Facilitate remote call monitoring sessions as needed. Maintain forms and definitions 
 
documents. Participate in performance improving task force with Account Management 
and clients. 
&#61623; 
Participate in internal quality audits (e.g. periodic audits of all key customer related 
processes to determine process control and efficiencies) and recommend changes. 
Demonstrate mastery and comprehension of client&rsquo;s quality standards. 
&#61623; 
Facilitate program specific internal &amp; external calibration sessions. Participate in 
 
program management monitoring sessions. Demonstrate proficiency with respect to the 
client specific sales/service process. 
&#61623; 
Maintain current understanding of program strategies while process monitoring 
 
Proficiency in use of Quality reporting databases. Support management focus on review 
of key drivers, metrics and operational processes (including Training) that drive 
Balanced Scorecard and account profitability goals. 
&#61623; 
Work closely with the Quality Supervisor &amp; Manager on analysis and process 
 
improvement initiatives. 
 
 
Key skills &amp; knowledge: 
&#61623; 
 
 
 
 
 
 
 
Proficiency with various software applications programs including e-mail messaging 
 
applications Microsoft Word and Excel 
&#61623; 
Experience in managing international voice clients preferably in 
 
Banking/Insurance/Healthcare 
&#61623; 
 
 
Effective oral and written communication skills 
&#61623; Broad understanding of client conformance measures 
&#61623; Process Improvement knowledge/analytical skills- preferred 
 
 
 
 
Educational Qualification : Graduation

Sr Quality Analyst

Role: Quality Analyst 
DESIGNATION : Quality Analyst 
LOCATION : Pune 
MINIMUM YEARS OF EXPERIENCE : 2+ years 
 
Role and Key Responsibilities: 
&#61623; 
Report results of evaluations to appropriate Quality/Operations stakeholders (Quality 
Leadership Supervisor and Account Management) on a weekly and monthly basis. 
&#61623; Achieve departmental productivity requirements (e.g. number of calls/chats monitored 
per month on schedule etc.). Facilitate and/or participate in calibration sessions with 
Quality Leadership, staff. 
&#61623; Facilitate remote call monitoring sessions as needed. Maintain forms and definitions 
documents. Participate in performance improving task force with Account Management 
and clients. 
&#61623; Participate in internal quality audits (e.g. periodic audits of all key customer related 
processes to determine process control and efficiencies) and recommend changes. 
Demonstrate mastery and comprehension of client&rsquo;s quality standards. 
&#61623; Facilitate program specific internal &amp; external calibration sessions. Participate in 
program management monitoring sessions. Demonstrate proficiency with respect to the 
client specific sales/service process. 
&#61623; Maintain current understanding of program strategies while process monitoring 
Proficiency in use of Quality reporting databases. Support management focus on review 
of key drivers, metrics and operational processes (including Training) that drive 
Balanced Scorecard and account profitability goals. 
&#61623; Work closely with the Quality Supervisor &amp; Manager on analysis and process 
improvement initiatives. 
 
Key skills &amp; knowledge: 
&#61623; 
Proficiency with various software applications programs including e-mail messaging 
applications Microsoft Word and Excel 
&#61623; Experience in managing international voice clients preferably in 
Banking/Insurance/Healthcare 
&#61623; 
Effective oral and written communication skills 
&#61623; Broad understanding of client conformance measures 
&#61623; Process Improvement knowledge/analytical skills- preferred 
 
Educational Qualification : Graduation

Quality Analyst

Role- Analyst, Real time management 
 
Designation- Analyst, Real time management 
 
Location - Gurugram 
 
Salary : 5.8 LPA 
 
Years of experience- 3 years 
 
 
Concentrix is a technology-enabled global business services company specializing in customer 
engagement and improving business performance. We partner with ambitious, progressive 
executives around the world to future-proof their business and stay ahead of the competition and 
customer expectations. 
 
 
Role and KEY RESPONSIBILITIES 
 
Intraday real time monitoring of service levels for all queues at all sites (24/7/365) 
&#61623; 
Real time monitoring of associates performance from all teams at all sites 
&#61623; 
Managing Real Time updates on Service Levels, Contact data and other KPIs 
&#61623; 
Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements 
 
metric goals 
 
WFM team 
&#61623; 
Communicate and call out changes to incoming contact patterns to operations and the broader 
&#61623; 
Have a real time communication with the WFM team and operations when call outs or changes 
 
need to be done (Agent States, queue conditions, weather) 
&#61623; 
Support changes within routing profiles to move associates as needed 
&#61623; 
Update and send reports related to the performance of each site including but not limited to 
 
shrinkage, occupancy, other KPIs and NPT usage 
&#61623; 
Build and maintain strong relationships with key stakeholders from all sites to ensure shared 
&#61623; 
Review and work TTs assigned to the WFM team that require real-time assistance to different 
&#61623; 
Review and process VTO/PTO/OT/Non-Prod time requests in real-time 
&#61623; 
Provide assistance to the other WFM teams as needed. 
 
objectives are met 
 
stakeholders 
 
Key Skills &amp; Knowledge 
&#61623; 
&#61623; 
 
 
 
 
 
 
 
 
 
 
 
 
MS Excel proficiency essential; IEX, Avaya and other Workforce Scheduling tools (Admin, setup, 
 
use, updated, edits, reporting) shall be an added advantage 
&#61623; 
Graduate with 2+ years contact centre experience and Good Communication Skills 
&#61623; 
MS Office - PowerPoint, Word, Access, Outlook, etc. 
&#61623;
 
 
 
InContact/Oracle - ACD and other ACD platforms to support multi-channel Environment - 
(Voice/Chat/Email/SMS) 
&#61623; 
1+ years&rsquo; Workforce Experience (RTA or greater) 
&#61623; 
Basic knowledge of the call center industry. 
&#61623; 
Basic understanding of the financial impact of all decisions made within the Command Center 
 
(i.e.; system downtime; overtime; home early; utilization; percent answered; etc.). 
&#61623; 
Knowledge of ACD and Call Center Workforce applications - preferred. 
&#61623; 
Strong oral and written communication skills. 
&#61623; 
Proficient in Microsoft Office. 
&#61623; 
Ability to multi-task, prioritize, and meet timelines of deliverables. 
&#61623; 
Self-starter, sense of urgency, and works well under pressure. 
&#61623; 
High attention to detail, sense of professionalism and ability to develop relationships 
 
 
 
Education Qualification :- Graduate 
 
 
Disclaimer: - //'Neither Concentrix nor any authorized 3rd party who assist with our recruitment 
process, ever ask candidates for &lsquo;recruitment&rsquo;, &lsquo;processing&rsquo; or any other kind of fees in exchange for 
offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are 
printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.//'

Analyst, Real time management

<div>Role: Analyst, Planning &amp; Scheduling 
DESIGNATION: Analyst, Planning &amp; Scheduling 
LOCATION: Bangalore 
YEARS OF EXPERIENCE: 4 yrs 
SALARY : UPTO 7.5 LPA 
Role and Key responsibilities: 
&#61623; resources to ensure optimal staffing levels and efficiency. Key responsibilities include 
forecasting demand, building schedules, managing time-off requests, and monitoring 
productivity. WFM professionals also analyze data, implement WFM policies, and 
provide training to ensure compliance and optimize resource utilization 
&#61623;
 
Key skills and knowledge: 
&#61623; strong analytical and forecasting abilities, proficiency in WFM software, excellent 
communication, and strategic thinking to align workforce plans with business goals. 
Qualification : Graduation</div>

Analyst, Planning & Scheduling

Join Career Guideline Services India Pvt. Ltd and explore 4   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Career Guideline Services India Pvt. Ltd

ABOUT_COMPANY

Sr Quality Analyst

Quality Analyst

Analyst, Real time management

Analyst, Planning & Scheduling