Designation – Senior Associate – Quality Analyst.
Looking for candidates with excellent communication skills and from international voice background.
Only Immediate joiners are preferred. -Max within a week
Work from office – Ambattur, Chennai.
Candidate should have minimum 2years experience in technical support voice process and basic understanding about QA metrics and tools.
Responsibilities for Quality Analyst-
Monitor calls to ensure 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 plans
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
