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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | BPO / Call Center |
| Functional Area | Sales / BD |
| EmploymentType | Full-time |
Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feedback & Coaching, Call Monitoring experience. CSAT, NPS and AHTAble to effectively meet contractual SLAs pertaining quality audit targetsDeliver feedback on all audited transactions within the specified timelinesConduct Team briefings on performance, qualitative inputs, process updates, top errors identified through monitoring, Q&ALead Calibration & call listening sessions with cross function teams to ensure quality standards are maintainedCandidate should have basic understanding and knowledge of Quality Assurance parameters, design of quality scoring forms, etcTo manage QA training, QA attendance and working hours, etc.Ability to coach at an agent level & review performance on the end metric - CCR, C-SATVisual Management - Team wise daily and MTD scores on Quality, CSAT, CCR to` help in identifying gaps in the Process or Technology & make recommendations to streamline the sameImplement and Lead Call Calibration internally and/or externally with client(s) if requiredTo assist with the HR induction process for each new Training batchEnsure that Trainer(s) remains available through the Training process/period for each batchTo manage Training attendance, break and shift timingsConduct TNAs for the shop floor and accordingly discharge Training Sessions per requirementImplement Up-skill sessions for the shop floor and help improve agent skills incrementallyImplement PKT workshops for the shop floor and help improve process efficiency/performance
Keyskills :
calibrationtest casesauditingqualitycustomer relations