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Resume Format for Quality Analyst in BPO Experienced (Sample Templates) – Free Download (Word / PDF)

1) Quality Analyst in BPO Experienced Resume Sample 1
• Prepare / present weekly & monthly reports like calibration sessions error analysis, quarterly master analysis for various lines like Liability, Property, PA/TRV, Eund, Affinity and Household received from third parties
• Process claims query sheets to be sent to TPA’s as well as claims extract sheet for loading claims to the Pivot Point on monthly basis prior to month end
• Maintain updated knowledge related to preparing SOPs, Kaizens, development reports and supporting documentation
• Ensure seamless operations by troubleshooting and resolving critical issues with potential performance bottlenecks
• Participate in audit of Bordeaux for various Line of Covers like Liability, Property, Household, Personal Accident/Travel, E
• Underwriting and Affinity Accounts sent from UK clients
• Define/ implement SOPs for new line of cover implemented
• Involved in calculating taxes / commissions received for Bordeaux based on details set for Interhannover, Lloyd’s, Aviva and RSA cover holders
• Interact with the onshore team for resolving identified and extracted errors. Organize training sessions for new team members and render weekly feedback to team members
• Participate in client calls and manage administrative aspects related to setting up/ communicating MOM as well as agenda for various meetings
• Evaluate daily loading trackers to optimize team allocations and update respective managers
• Guide the operations team in enhancing client satisfaction by effectively resolving issues and rendering qualitative service delivery
Experience: 10 Years
Salary: Rs 4.70 Lakhs
Qualification: B.Sc, MBA/PGDM
Current Designation: Senior Quality Analyst
Key Skills: KPO, Bpo operations, BPO, Customer service management, Quality assurance, Quality analysis, Quality management, Quality check, Quality audit, Quality improvement, Quality compliance, Customer service, Quality audit, Back office operations, Insurance claims
Resume Headline: Six Sigma Green Belt, Certified BPO/KPO Quality Analyst with 9 years of work experience as Senior Quality Analyst in Insurance Domain.
Free Download: Word Format 
2) Quality Analyst in BPO Experienced Resume Sample 2
• Assigning work to team members.
• Performing the 100% quality check for the Loans processed.
• Handling the Borrower Home/ Mortgage loan accounts inflow & out flow of the funds.
• Performing RCA for the Errors and providing the preventive measures.
• Handling Business Unit calls on a weekly basis.
• Identifying the process improvement areas in the process.
• Attending the Rush cases and responding to the clients.
• Implementing Automation tools for QC.
• Assisting the team in the process related queries.
• Root cause Analysis presentation on monthly basis.
• Call monitoring and sharing feedback
• Taking team huddle.
• Participated in assisting with Quality lessons and improved quality performance.
• Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs.
• Performed contact call centre monitoring, evaluated and reported all agents within Line of Business.
• Actively used quality management system to compile, track and trend agent performance.
• Communicated with centre leadership and Corporate Customer Service Team and socialized call centre performance and observed performance gaps.
• Analysed call trends and identified agent and call centre training opportunities and provided recommendations to management.
• Take part in session conducted by client in different line of business by client to reduce the overall complaint and increase profit for the organization.
• Trained Team leaders Coaches and support staff if latest application and to deal with right level of escalation.
Experience: 7 Years
Salary: Rs 6.50 Lakhs
Qualification: B.Sc, PG Diploma
Current Designation: Quality Analyst
Key Skills: Yellow belt trained, Win XP, win 98, advanced excel, conditional formatting, macros, excel, word, internet explorer, office package, ms office, data validation, pivot table, pivot, vlookup, powerpoint, access.
Resume Headline: BSC WITH 7 Years 3 month experience looking for Quality Analyst Job as a Team Leader in BPO.
Free Download: Word Format
3) Quality Analyst in BPO Experienced Resume Sample 3
• Working as a Quality representative for International Reports Team.
• Daily TRIGGER – Process health figures to the Manger.
• Preparing Monthly / Quarterly Documents for the Quality Purpose / Audit. (Capacity Planning, Cost of Quality, Calibration, Mock drill reports)
• Motivating the team to achieve high standards and KPI/SLA targets. (Accuracy, TAT, FPY)
• Internal Audit, monitoring team performance, resource utilization, quality-QEM, TAT.
• Regular Mock drill and preparing reports
• Maintaining LOGS (Team Details, training
• Details, Daily Tracker, Shift Details, Leave Log)
• Mentoring and training up juniors.
• Monitoring & reporting on standards & performance targets.
• Arranging weekly team meetings, focusing on targets & achievements.
• Preparing MOMs and representing during quarterly audit.
Experience: 3 years 2 Months
Salary: Rs 1.80 Lakhs
Qualification: BBA / BMS / MBA / PGDM
Current Designation: Quality Analyst
Key Skills: People Management, Advanced Excel, Data Analysis, QC, mis, Subject Matter Expert, Team Handling, Financial Reporting, Team Motivation, Lean Six Sigma, Dmaic, Green Belt, Control Charts, VSM, RCA, Lean Manufacturing Tools, Pareto Analysis, CTQ, Fmea, Quality Management
Resume Headline: Graduate (BBA) with 3+ year experience (07 Month as a CSR + 09 Month in Customer service department and currently working with TCS as a Business/Quality analyst – SME
Free Download: Word Format
4) Quality Analyst in BPO Experienced Resume Sample 4
• Handling lump volumes of high value Forex transactions
• Knowledge in process work flow, helped system automation and make the process effective, faster and easier.
• Strong Knowledge in SWIFT messages for making payments and releasing of messages
• Extensive knowledge in using applications such as FCC, FCR, SYNERGY THICK, BO, Mosaic, Phoenix, Intellect, SWIFT SYSTEM, File Net etc.
• Managing Investigation cases such as Return of Funds, Non IBAN format payment or Invalid Account Number
Experience: 6 Years
Salary: Rs 2.75 Lakhs
Qualification: B.Sc, M.Sc
Current Designation: Quality Analyst – Banking Operations
Key Skills: KYC, Anti Money Laundering, Due Diligence Review, Payments, Transaction Processing , Cash Management Operations
Resume Headline: Having 6 years of experience in Non Voice Banking Operations
Free Download: Word Format
5) Quality Analyst in BPO Experienced Resume Sample 5
• Handling Billing Process for a US Based Internet Service Provider – Voice (Verizon)
• My Job involves call audits and providing Feedback for the calls audited. Coaching agents on tools and process related necessities like (Customer satisfaction, First call resolution etc) to ensure client satisfaction forms core part of my job
• Sending out reports on Fatal Errors to help the management, operations and the clients to get detailed overview of the quality scores and agent performance.
• Client and internal calibrations also form a core part of job
• Provide training and coaching sessions for agents performing in the bottom quartile to bring them up the learning curve
• I am responsible to gauge new wave agents hitting the floor in the form of production simulation to ensure quality hires hit production.
• Handled a team of Bottom Performers in FCR scores and was successful to improve their performance. The team comprised of 15 members.
• Floor awareness on regarding quality and call handling skills through various mailers.
• I am doing a YB Project on “Super Six” which comprises of six components that relate to process hygiene wherein it improves the overall quality scores and agent behavior
Experience: 7 Years
Salary: Rs 5.0 Lakhs
Qualification: B.A
Current Designation: Senior Quality Analyst
Key Skills: Quality Assurance, QA, Quality Analysis, Call Monitoring, Call Quality, Customer Service, Call Audit
Resume Headline: Senior Quality Analyst with experience of handling a team size of 20 cce both in Ops and Quality
Free Download: Word Format 
Updated: September 21, 2017 — 7:13 am
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