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Analyst Quality Audit

Apply Now Job ID: R0000014473 schedule: Full time Location: Target Corporation India Pvt. Ltd., Bangalore, Karnataka, India, 560045;
Description:

PRIMARY FUNCTION

Ensures a high level of quality service for guests and business partners by driving assigned quality processes and projects related to Business key objectives.

PRINCIPAL DUTIES AND RESPONSIBILITIES

  • Responsible for collaborating with various Service center partners and identifying projects/processes aligning to business key objectives that enhance Guest Experience, Agent performance, Process improvements and Technology changes.
  • Collaborates effectively within the Quality team (TI & MPLS) to clearly define objectives, requirements, timelines, analysis requirement and success measures of projects/processes of related work-stream.
  • Building, tuning and maintaining all Service center interaction analytics categories/process queries within applicable tools.
  • Act as a subject matter expert for all related work streams, lead initiatives assigned as a POC, adhering to all POC responsibilities and support other work streams as required(Planning, executing and monitoring performance of auditors on projects data captures /Process evaluations)
  • Own & Lead efforts to analyze data, identify trends and providing actionable recommendations to business by listening to calls, analyzing data captures/transactions & other non-call data
  • As TI POC’s interact with QS and TI Managers to identify, define and measure the impact of work (pre/post data capture and implementation of recommendations)
  • Handle reporting, calibrations & other interactions with Target India and MPLS Partners on progress of project/processes.
  • Measure self performance (Accuracy, Timelines, POC responsibilities etc.) through tracking feedback from auditors and partners as a POC on all assigned projects/processes and call out challenges on a timely manner to ensure smooth experience for Partners and Auditors.
  • Train & share knowledge as required – create training plans, training documents, share feedback on trainee progress & manage their performance through the ramp period.
  • Maintain record of operational metrics, impact and feedback received for TM’s & enhance performance through coaching and report trends to TI manager
  • Perform additional responsibilities/initiatives as assigned
  • Make recommendations for process improvement and participates in implementation of new initiatives. 

REPORTING/WORKING RELATIONSHIPS

Reports to:  TI Sr. Manager 

Working relationships with Quality Business Consultants and FRS business areas as need, including Business Systems, Global Operations, and contact center leader

JOB REQUIREMENTS

    MINIMUM REQUIREMENTS:

  • Overall experience of 5 years and 3 years of relevant experience in contact center (listening & auditing calls, managing reports etc.)
  • 3 years Bachelor’s Degree
  • Excellent communication and organizational skills
  • Strong problem solving, critical thinking and decision making skills,
  • Data Mining, Ability to identify data trends
  • Strong Team player
  • Root cause Analysis and concepts of yellow belt, Lean
  • Project management skills & Presentation skills
  • Reporting and analytical skills
  • High MS office knowledge
  • Flexibility to work outside normal business hours as required

     DESIRED REQUIREMENTS

  • Speech analytics capabilities
  • VBA knowledge on Excel
  • Understanding of US laws & regulations around credit portfolios
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