HCL tech is hiring for a Banking QA , This is a in person role in Tampa, FL . Please Apply today !

Responsibilities:

· Shall be responsible for monitoring and evaluating customer service interactions to ensure adherence to the process procedures and client guidelines.

· Duties will include assessing the CL calling services Business Process Services Agents performance, providing feedback, identifying training needs and implementing quality improvement initiatives.

· The role involves analyzing data, preparing reports and collaborating with the supervisors, Team leaders, Managers and the clients representatives to enhance overall service quality.

Skills Needed:

· 1-2 years of relevant Banking and Cards/Consumer Loans experience as a Contact Center Agent with at-least 1 year experience at a Quality analyst role.

· Ability to analyze customer interactions and performance metrics to identify trends and areas of improvement.

· Strong verbal and written communication skills to provide constructive feedback to agents and communicate findings effectively.

· Should possess a keen eye for detail to accurately assess and document agent performance and identify deviations from quality standards.

· Ability to identify root cause of performance issues and collaborate with the process leads and client representatives to develop effective solutions and strategies.

· Work collaboratively with the internal and external stake holders to implement quality improvement measures and ensure consistency in standards.

· Proficiency in preparing and presenting clear and concise reports summarizing the quality performance and improvement recommendations.

Job Type: Full-time

Experience level:

2 years

8 hour shift

Experience:

Quality assurance: 2 years (Required)

Language:

Spanish (Required)

Job Type: Full-time

Salary: $23.65 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Tampa, FL 33619: Relocate before starting work (Required)

Work Location: In person