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| Job Location | Gurugram |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Roles & Responsibilities: Works closely with Quality Leaders in office to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical Work as a QA to audit customer interaction from multiple channels like Voice, Email & Live Chat Provide feedback to agents on identified improvement opportunity Identify process, agent, product & system improvement insights Participate and lead calibration sessions with specific market contact centre Work closely with contact centre QA & POC to identify improvement opportunities Present audit findings and observation to required stakeholders Work with training team to develop right training modules Manage dispute raised by agents & provide required document to support the findings Develops process documentation and aggregates feedback about the functionality of audit tools Audit, identify and implement right practices for respective market to ensure desired level of accuracy at all time Qualifications:, Roles & Responsibilities: Works closely with Quality Leaders in office to aggregate, prioritize, and report on the top issues impacting decision accuracy for each market and vertical Work as a QA to audit customer interaction from multiple channels like Voice, Email & Live Chat Provide feedback to agents on identified improvement opportunity Identify process, agent, product & system improvement insights Participate and lead calibration sessions with specific market contact centre Work closely with contact centre QA & POC to identify improvement opportunities Present audit findings and observation to required stakeholders Work with training team to develop right training modules Manage dispute raised by agents & provide required document to support the findings Develops process documentation and aggregates feedback about the functionality of audit tools Audit, identify and implement right practices for respective market to ensure desired level of accuracy at all time Qualifications:,
Keyskills :
system improvementcustomer interactionprocess documentationchatemailtrainingaggregatescalibrationdocumentationCustomer Interaction ManagementDirect Client InteractionFollow DirectionsCustomer Intelligence