Quality Assurance Specialist

Quality Assurance Specialist

Nortonlifelock
3-6 years
Not Specified

Job Description



About NortonLifeLock:
NortonLifeLock is a global leader in consumer Cyber Safety. Bringing together decades of experience in cybersecurity and identity theft protection, we are the consumer ally in today's connected world. NortonLifeLock solutions are powered by one of the world's largest civilian cyber intelligence networks allowing us to help protect against advanced online threats. Nearly 80 million members and customers in more than 150 countries trust us with their personal information. We're dedicated to making it easy for them to keep their connected lives safer while helping to secure their devices, online privacy, identity, and home and family needs. Learn more at NortonLifeLock.com
About the Role:
This role will be dedicated to ensuring support interactions are of the highest quality and to support successful engagement rates, primarily through monitoring and providing coaching and feedback on calls. Lead Quality Improvement initiatives for large-scale support Programs or be a member of a cross-functional Global initiative. Facilitate Workshops and serve as regional skills champion.
Responsibilities:

  • Collaborate well within the team members/partners to get the tasks delivered as per the schedule and provide transparent updates to the stakeholders.

  • Monitor and evaluate transactions/incidents of Open and Closed transactions to ensure that quality standards are met.

  • Perform Transaction Monitoring for different LOBs (Voice, Chat & Email)

  • Teaches QA reviewers how to apply evaluation criteria and perform QA evaluations on consistent basis

  • Build consensus among all QA reviewers. Fosters collaboration and camaraderie among QA reviewers

  • Helps maintain an open dialogue between the QA team and management

  • Keeps staff updated about changes to the program, scoring criteria and the evaluation form, as the program evolves

  • Detractor Analysis, ability to identify and capture VOC (understands the difference between good and bad customer feedback).

  • Provide suggestions to ensure improvement in adherence to quality standards and improve overall team performance.

  • Conduct monthly calibration sessions with all supervisors /QA reviewers to ensure program consistency

  • Mandatory rotational shifts.

  • Identify unethical practices/behaviour and highlight.

  • Innovation based on Transaction Monitoring (Conduct Quality improvement projects).

Qualifications:

  • Bachelor's degree or equivalent Graduation in any stream

  • Exception customer service skills

  • Strong Team player, capability to influence Team and manage Change

  • 3 years minimum experience in a voice or chat-based Support center.

  • Minimum experience of 3 years in a voice/chat-based Support Process in a Quality Assurance Specialist or equivalent position

  • Proficiency in the English Language Excellent Verbal & Written communication skills Good Comprehension & Listening abilities.

  • Proficiency with computers (MS Office, especially Microsoft Excel data analysis) Good working knowledge of Internet

  • Good knowledge of Windows operating system. Knowledge of MAC operating systems would be an advantage.

  • Logical / Analytical skills Problem-solving skills troubleshooting analysis Eye for detail

  • Ability to coach, analyze Data for respective Teams, identify issues/ best practices

  • Ability to manage multiple tasks and proactively understanding dependencies/risks associated with any Project activity

  • Drive and Persistence

  • Superior interpersonal skills - Ability to get along with diverse personalities, tactful, mature and flexible.

  • Excellent analytical skills and strong decision-making abilities.

NortonLifeLock is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. NortonLifeLock strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.
We also consider for employment qualified individuals with arrest and conviction records. In addition, NortonLifeLock will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. .
EEO is the law. Applicants and employees of NortonLifeLock Inc. are protected under Federal law from discrimination. See the and .

NortonLifeLock is a global leader in consumer Cyber Safety. Bringing together decades of experience in cybersecurity and identity theft protection, we are the consumer ally in today's connected world. NortonLifeLock solutions are powered by one of the world's largest civilian cyber intelligence networks allowing us to help protect against advanced online threats. Nearly 80 million members and customers in more than 150 countries trust us with their personal information. We're dedicated to making it easy for them to keep their connected lives safer while helping to secure their devices, online privacy, identity, and home and family needs. Learn more at NortonLifeLock.com . Click HERE to review our Global Applicant Privacy Policy. Click HERE to review Legal Notices and Information. NortonLifeLock is committed to requests for reasonable accommodations to assist you in applying for positions at NortonLifeLock including resume submissions. If you need to request an accommodation, please contact HR Service Exchange . .LifeLock identity theft protection is not available in all countries.

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