Quality Analyst
Sales / India, New Delhi
We are searching for a Quality Assurance /Senior Quality Assurance who will play an integral part in the development of our existing facilities and set a new benchmark on the market. Our mission is to maximise people’s potential.
Responsibilities:
- Monitor and focus on individual support and coaching for low performing agents. Monitor and evaluate randomly selected calls to assess associates’ service level standards and complete evaluations of calls made.
- Conduct daily/weekly/monthly call audits of randomly selected agent calls. Conduct weekly calibration sessions with call center Supervisors to develop scoring consistency and best practices.
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center.
- Complete agent evaluation forms in quality scoring sheet. Produce reporting based on call audits and offer suggestions, job-aids, etc.
- Conduct coaching sessions with associates and provide feedback addressing client service, performance, product knowledge and call productivity. Primary participant in training sessions for the phone team. Provides training/orientation of new personnel under the direction of management and HR.
- Provide detailed and timely feedback to top management on performance results; provides detailed recommendations with follow-through.
- Must have knowledge of Microsoft Office products, including Word, Excel, PowerPoint.
- Accept additional duties and responsibilities as delegated by higher levels of management.
- Work directly with leadership to communicate and address quality concerns.
Requirements:
- Minimum of 1-3 years’ experience as a Quality Analyst.
- Very strong written and verbal communication skills (English).
- Process making/reports making/evaluation sheet.
- Customer handling skills.
- Ability to work in rotational shifts.
Compensation:
- Attractive compensation based on demonstrated experience.
- Engagement with a major International group.
- Hands-on experience with industry-defining innovative trends.
- International and multicultural experience.
- Unlimited professional development.
- Office in Cyber City, Gurugram, Haryana, India.
Privacy Notice Dyninno India
DYNINNO INDIA LLP Privacy Notice
on processing candidates’ personal data (CVs etc.)
Given the fast pace of development and the nature of our operations, most positions may become available several times per year. If you are not selected on a particular occasion, your candidacy may nevertheless be considered during the next selection process applicable to you.
DYNINNO INDIA LLP (hereinafter referred to as “DYNINNO”, “we”, “our”, “us”), having its registered office at D-76, Kamla Nagar, New Delhi, 110007, India.
Candidates’ personal data may include:
- CVs, cover letters, email lists, the content of telephone conversations, references from previous jobs indicated on the CV, social network data and other information specifically relevant to a particular vacancy.
- We may ask you to provide contact details of colleagues from previous jobs for detailed feedback (for example, towards the end of a selection process when there are only a few candidates left). In this case, you are responsible for ensuring that your former colleagues have been made aware and do not object to the processing of their personal data (name, position, place of work, telephone, e-mail, etc.) for the purposes mentioned in this disclaimer.
- We might approach you at specialized recruitment forums (LinkedIn, etc.);
points 1 , 2 and 3 together and separately hereinafter referred to as “DATA”.
DYNINNO India is a CONTROLLER of DATA.
DATA is being processed for the following PURPOSES:
- taking steps at the request of the data subject (you) prior to entering into an employment contract (the actual process of personnel selection);
- pursuing our legitimate interest (storage of your CV for future vacancies).
DATA retention periods:
In case you are selected for employment following the selection process, you will be informed of any further data processing during the process of signing your employment contract.
In case you are not selected for employment following the selection process:
- and request that we delete the DATA or object to the processing of DATA for future vacancies, your DATA will be deleted within 4 (four) months of the end of the selection process, except for the minimum necessary DATA, which will be kept for 5 (five) years to protect us and to comply with our legal requirements.
- and do not object to the processing of DATA for future vacancies, your DATA will be processed for a maximum of 5 (five) years, after which it will be deleted, except for the minimum necessary DATA to protect us and to comply with our legal requirements.
- The cooling period of the date source (Referral, agency) of resume would be for 6 (six) months.
By providing us with data, you have the following RIGHTS to :
- request access to your personal data from the controller;
- modify or update data to facilitate the accomplishment of the purpose (i.e., to be selected as the best candidate);
- request deletion of your data by the controller (in cases specified in applicable legislation);
- object to the processing of your data (in cases specified in applicable legislation).
The participation in the selection process does not guarantee any employment with the Controller.
Contact details:
For matters concerning the holding of competitive hiring and related processes, contact join@dyninno.in.
For matters concerning data processing, contact the data protection officer at privacy@dyninno.in.