Quality Assurance Analyst – Customer Support

Job Category :

Chennai, India
Posted 1 month 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 LevelSenior Level

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