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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.
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