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Immediately looking for Quality Analyst

1.00 to 2.00 Years   Hyderabad   10 Nov, 2022
RDP Workstations Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryRs 3.0 - 3.5 Lakh/Yr
IndustryManufacturing
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    The Quality Analyst participates in a supportive role by acting as a liaison between customer and support departments within the organization, to ensure that all tickets are resolved as per International BOP standards. Evaluate & audit conversations/transactions of the technical support Engineers as per pre-defined guidelines ensuring zero quality variance while developing evaluation programs that maximizes the output and productivity.Special Note: Job Application will be considered ONLY if applied through the below Link:https://rdp.in/jobs/detail/quality-auditor-353Responsibilities1. Basically work on a continuous process of evaluating and identifying key behaviors and defects that drive or reduce customer satisfaction and improve customer experience as per ITIL Protocol.2. Assess customer support engineers interaction with customers against a set of quality standards, including soft skills & courtesy and troubleshooting process .3. Identifying the Red flags/area of improvement from support teams and formulate & implement improvement plan accordingly.4.Documenting the FAQs, doing the need analysis and prepare scripts for support engineers.5. Must have information about what other firms within the call center industry are practicing to improve customer relations and accordingly formulate6. Ensure that customer expectations are met during the troubleshooting process as per International BPO standards.7. Abide by all computer hardware troubleshooting processes to perform call audit.8. Project management experience for implementing quality initiatives. .9. Understand and follow the Customer Satisfaction (CSAT), Customer Effort Score (CES) & Net Promoter Score (NPS) methodology10. Publishing Quality Audit reports/Dashboard (Daily/Weekly/Monthly).Special Note: Job Application will be considered ONLY if applied through the below Link:https://rdp.in/jobs/detail/quality-auditor-353Requirements1. 1-2 years of experience preferably as Voice Process Quality Audit Analyst.2. Bachelors degree with ITIL certified v3 or 4 is Preferred.3. Good troubleshooting knowledge on both hardware & Software areas.4.Should have good communication skills-English and Hindi.5.Should have working knowledge on the Ticketing Tool System.6.Experience in working with technical support environment.7.Strong analytical ability and Listening skill8.Should Understand Quality Metrics and be able to perform audits9.Knowledge of 7 QC tools.10.Immediate Joiners are preferred.Special Note: Job Application will be considered ONLY if applied through the below Link:https://rdp.in/jobs/detail/quality-auditor-353Benefits/ Compensation1.Salary - Best in the Industry.2.Incentive - Best in the Industry.3.Medical Policy for the Candidate Family.4.Career Growth.

Keyskills :
technical supportcall auditcomputer hardware troubleshootingitil process implementation7qc knowledge

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