Customer Services- Quality Analyst

Key skills :
Good Knowledge of Products and Processes
• Ability to analyze and solve technical problems.
• Good working knowledge of computer i.e., MS-Office(Word ,Excel –Charts, Pivots etc.), Operating Systems, internet services & Online tools.
• Excellent spoken English and written communication skills.
• Ability to work in a team aiming to achieve daily set targets.
• Ability to interact with internal & external customer while seeking information.
• Candidate should possess fair written skills for business to business interactions & good secondary research skills.
•Process Approach and comprehension of customer requirements.
•Good Presentation Skills.
•Energy and Utilities process background is a must.
•Data integrity ,Confidentiality & Ownership of data provided and reported to Leadership ,MIS & Management team

Responsibilities :
•Monitor the performance of associates & coach them, if and when required.
• Process Training/OJT for New Trainees
• Processing/escalations & the rest on coaching & floor support.
• Demonstrate good business decisions, pro-active problem solving and relationship building.
• Encourage and support CSR’s during difficult situations.
• Prepare training need/top defect analysis for the floor
• Provide constructive feedback for performance improvement.
• Coordinate operations center activities and serve in leadership roles.
• Ability to go beyond the call of duty in times of business exigencies.