Business/Edp Analyst

**Role**:Business/EDP Analyst**Timings**:Flexible (Permanent)**Industry**:BPO**Work Mode**:Hybrid**Functional Area**:ITES / BPO / Customer Service**Process**:Semi-VoiceKey Skills: Senior Analyst- Responsibilities:Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and otherReports results of evaluations to appropriate Business stakeholders (Quality Leadership,Operations, Client, Account Management, and Resource Unit partners)Participates in calibration sessions/call listening sessions with Quality Leadership staff,Operations, Program Management and clients to ensure scoring consistency and bestpracticesParticipates in internal quality audits (e.g. periodic audits of existing processes to determineprocess control and efficiencies) designed to improve overall contact quality and recommendchangesMaintains strong program knowledge base; basic understanding of client products, servicesand/or program strategiesParticipate in quality task forces with Business stakeholders (Quality Leadership, Operations,Client, Account Management, and Resource Unit partners)Meet departmental productivity requirements (e.g. number of calls monitored per month,Complete phone time to keep current on programs (as applicable)Contribute to maintaining forms and legends documentsSupport management focus on review of key drivers, metrics and operational processes(including Training) that drive Balanced Scorecards and count profitability goalsAdditional Requirements:Bachelor Degree in related field from a four-year college or university with less than one year of relevant experiencepreferredExcellent Verbal and Written communications skillsProficient with Feedback & Coaching skillsMust have the ability to work under pressureThe applicant should be proficient with MS office (PowerPoint, Excel, Word)Drive for self-learning and knowledge enhancementFlexible in working in all shifts as per the client requirementsMust have analytical abilities to analyse data, trends from effectiveness surveys