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Quality Analyst

3.00 to 7.00 Years   Delhi   17 Dec, 2021
M/S DIN Engineering Services LLP
Job LocationDelhi
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software,Sales / BD
EmploymentTypeFull-time

Job Description

This position is for a FORTUNE 500 Client based in NOIDA.Excellent English written and oral communications skills is a must.Requirement:

  • 4+ years of experience in the software or support industry with a minimum of 1+ years experience as a quality auditor
  • Strong customer support / technical troubleshooting experience with excellent communication skills
  • Excellent analytical skills, verbal and written communication skills and presentation skills
  • Should be flexible with rotational shifts
  • Thorough knowledge of Quality KPIs, coaching & feedback mechanisms
  • Organized, self-motivated and proactive with the ability to prioritize tasks
  • Flexible approach and ability to adapt to changing business needs and processes
  • Knowledge of MS office mandatory
  • Advanced excel skills
  • Experience using Adobe Creative Cloud products
Responsibilities:
  • Partners with stakeholders to drive initiatives to improve quality of service.
  • Conduct customer experience related training sessions.
  • Completes trend analysis of reviews to identify training requirements and improvement of processes, at a regional level.
  • Reviews customer interactions and provides feedback and coaching to support specialists to help deliver best in class customer service.
  • Calibrate with peers globally to ensure alignment.
  • Ability to take initiative and suggest improvements that suit the business requirement
  • Work with the training team and use root cause analysis to suggest corrective and preventive actions to the operations management team to continually enhance the customer experience.
  • Propose guides for soft skills and different techniques required to assist our diverse customer base.
  • Proactively assume responsibility to better the quality of support for the business
  • Play an active role in being an advocate for change aligned with larger business objectives related to people, process and technology.
  • Improve quality effectiveness by participating in educational opportunities; reading professional publications, studying the latest industry trends in Customer Experience, Support, and Quality.
  • Work with internal and partner teams to ensure quality of support remains consistent.
  • Maintain reports and data to keep track of quality of support.
Leadership Qualities:
  • Great attention to detail
  • Assertive communication
  • Accountability
  • Transparency and integrity
  • Emotional Intelligence
  • Focused
,

Keyskills :
root causems officeauditingcustomer experienceanalytical skillsqualitycalibrationwritten communicationcustomer supportpreventive actionsfortune 500communication skillsoperations managementcustomer relationstest casessoft skillsadobe creati

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