VoC Quality Analyst/reporting

Job Description

Location-Kolkata Job Description/ Responsibilities : Ensure operational targets are achieved Respond to queries, handle level 1 escalations and provide solution for closure of open points Timely escalation of issues to operation manager Preparation of MIS as per customer requirement Ensure team is compliant with all quality requirements Monitoring daily dashboard and bringing in necessary preventive measures through detailed error analysis Involvement in project management reviews to understand the health of the unit and adopt necessary controls Ensure preparation of training and development plan for all the team members Should perform regular reviews with team members Undertake appraisal activity for associate, provide necessary feedback and support in terms of career progression Manage absenteeism and attrition in team effectively Engage and interact with customer to understand requirements and provide solutions

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