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Specialist - Quality | CTC Upto 4.80 LPA | BPO Call Center Exp Mandate

Keywords / Skills : Quality Analyst, Quality assurance, QA, Quality auditor, Quality executive, QualityControl, Quality engineer, Quality Coach

1 - 4 years
Posted: 2019-09-12

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Customer Service Executive (Voice)
Technical Support Executive ( voice)
Fresher
Salary
2.20 - 4.50 lacs
Posted On
12th Sep 2019
Job Description
Greetings from Ignites Human Services Pvt Ltd

Open Position:

Quality Analyst - Minimum 6 months to 1 year of experience in auditing Calls,Email & Chat as Quality Analyst Salary Band - Upto 4.80 LPA plus 2.2k Food Card included as an optional

Job Title: Quality Analyst - Customer Connect (Inbound/Email/Outbound)

Key Responsibilities:

Quality Analysts are responsible to audit calls, monitor email transactions and accurately measure qualitative performance of a Champion. The measured performance need to be coached on for higher performance within agreed timelines. They play the role of a classroom facilitator, coach and supervisor. Quality Analysts need to demonstrate effective leadership skills through developing awareness and knowledge of Organization values, customer service skills, computer skills, product, policies and procedures.

The two objectives of this role are to drive effectively qualitative performance and superior customer experience of the Customer Connect Team.

Job Duties: Analyst

Transaction Monitoring (Phone / Email / Chat)

Giving feedback

Prepare MIS/reports

Performing training need analysis.

Process improvement.

Leading and participating in calibration sessions.

Improving performance through interventions.

Keep in touch with Customers and Processes through taking calls for stipulated amount of time

Coach

Provide timely, accurate and effective feedback to Champion regarding job performance

Take escalated calls, approve adjustments and monitor Champions for quality

Create development plans for champions geared to drive world class results

Complete administrative functions such as maintaining attendance,addressing disciplinary issues etc.

Partner with HR when initiating corrective action on timely basis

Analyze, suggest, develop, implement and evaluate training and coaching

Metrics for performance measurement:

Should achieve monitoring target

Adherence to feedback TAT / target

Audit accuracy

QA quality score

Accuracy and timelines of reports

Qualifications REQUIRED

Group presentation skills

Ability to perform multiple tasks and adjust quickly in short timeframes with limited direct supervision

Ability to build rapport with others and create a team environment

Strong communication, organizational, motivational and time

management skills

Ability to work flexible hours if necessary (all shifts)

Ability to analyze quality scores and operational matrices and create

Plan of Action with measurable changes within timelines

Experience in Customer Service environment with exposure to

inbound, outbound, chat and email process.

Capable of identifying gaps and executing initiatives.

Proficiency in use of the Quality system & sound knowledge in

preparing MS office presentations and excel.

Expected to lead by example

Should display the behavior of a role model at all times

Contact Padma 7848820050
Email:  [HIDDEN TEXT]

NOTE:- PLEASE schedule your interviews with the HR's before walkin-in for interviews.


About Company

igNITES is an established, Owned and managed company, whose goal is to provide clients with the very best quality, value and service in human capital consulting.
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