Quality Analyst / QA

Quality Analyst / QA

Obtenir Solutions Private Limited
Hyderabad / Secunderabad
1 - 5 Years
Not Specified

Job Description

Job Description: 


Gives constructive feedback to associates and derive action plan
Understands process/function goals and help the team to achieve them
Completing Call Monitoring and Feedbacks as per SLA or Internally defined
Conducting Calibration Sessions and initiating Action Plans for reducing Variance
Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project
Ability to coach associates and peers on Quality tools pertaining to the project
Is able to understand the impact of individual performance to meet / improve own targets
Coordinating with the client on process related issues & updates
Ensure Adherence To Process Quality SLA's
Skills:
·         Graduates
·         3+ years of experience in contact center.
·         2+ years of experience as a QA in contact center (Customer sales and service training experience)Prior experience in managing and reviewing customer complaints
·         Proficiency in English and Hindi in both, oral and written communication
·         Basic knowledge of MS Office - word, excel and PowerPoint
·         Proficiency in coaching CSRs
·         Understanding of quality tools and methodologies would be an added advantage
Location: Uppal ( ocharam )
Industry: BPO - BFSI.
Thanks & Regards
Manasa
6304576346

Obtenir Solutions Pvt Ltd

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