skillindiajobs
Register for Job
Hyderabad Jobs
Banglore Jobs
Chennai Jobs
Delhi Jobs
Ahmedabad Jobs
Mumbai Jobs
Pune Jobs
Vijayawada Jobs
Gurgaon Jobs
Noida Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Quality Analyst International Voice process

1.00 to 5.00 Years   Navi Mumbai   15 Mar, 2021
iMetrix Solutions Pvt Ltd
Job LocationNavi Mumbai
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaCustomer Service (International),Quality (QA-QC)
EmploymentTypeFull-time

Job Description

  • Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feedback & Coaching, Call Monitoring experience. CSAT, NPS and AHT.
  • Able to effectively meet contractual SLAs pertaining quality audit targets.
  • Deliver feedback on all audited transactions within the specified timelines.
  • Conduct Team briefings on performance, qualitative inputs, process updates, top errors identified through monitoring, Q&A.
  • Lead Calibration & call listening sessions with cross function teams to ensure quality standards are maintained
  • Candidate should have basic understanding and knowledge of Quality Assurance parameters, design of quality scoring forms, etc.
  • To manage QA training, QA attendance and working hours, etc.
  • Ability to coach at an agent level & review performance on the end metric - CCR, C-SAT.
  • Visual 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 same.
  • Implement and Lead Call Calibration internally and/or externally with client(s) if required.
Training:
  • To assist with the HR induction process for each new Training batch.
  • Ensure that Trainer(s) remains available through the Training process/period for each batch
  • To manage Training attendance, break and shift timings.
  • Conduct TNAs for the shop floor and accordingly discharge Training Sessions per requirement
  • Implement Up-skill sessions for the shop floor and help improve agent skills incrementally
Implement PKT workshops for the shop floor and help improve process efficiency/performance.

Keyskills :
why-why analysiscall calibrationquality assurancevisual managementshop floorquality standardspareto analysisquality auditcall monitoringdesign

APPLY NOW

Quality Analyst International Voice process Related Jobs

© 2020 Skillindia All Rights Reserved