Posted Date : 08th May, 2024
Job Category :
Chennai, India
Posted 7 months ago
Job title: Quality Assurance Analyst – Customer Support
Designation: Associate / Senior Associate
Work Location: Chennai
Experience: 2-5 years
Education Qualification: Any Graduation Degree
No of openings: 5+ Openings
Roles and Responsibilities:
- Monitor calls to ensure the process is followed as per guidelines.
- Quality check product knowledge, policies, and procedures
- Improves customer satisfaction and call quality by monitoring agents and providing feedback via one-on-one and group coaching sessions.
- Must have demonstrated strong organizational, time-management, and written and oral communication skills.
- Participates in Joint call monitoring with client, facilitates internal and external calibration sessions.
- Coordinate with Team lead, Trainers on the calibration of service processes.
- Create quality reports for supervisors and management on individual agents to suggest actions for improvement.
- Meet with Team Lead, Supervisors and Trainers on actions plan. Build reporting on Project level trends, scoring, and based on ad hoc requests
- Provides focused quality audits and performance feedback to team leaders/supervisors and managers for assigned teams within the timeframe guidelines.
- Act as a key stakeholder will keep management informed on all critical situations.
- Documenting quality issues, performance measures and quality improvements for management review.
- Models and shares best practices with team members with ability to receive feedback and act when appropriate.
Required Skills and Desired Skills
- 2-5 years relevant work experience
- Requires interpersonal skills with the ability to work with both management and staff employees.
- Previous Quality Assurance experience preferred.
- Currently meeting or exceeding KPI’s
- Previous experience in a Customer Service organization and call center required. Possess analytical skills and can read and interpret data.
- Excel and Power Point experience preferred. Able to handle multiple tasks while working independently and collaborate with tact and diplomacy
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| Job Level | Senior Level |