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Quality Specialist with Fortune 100 Company in India

7.00 to 11.00 Years   Noida   08 Nov, 2021
M/S DIN Engineering Services LLP
Job LocationNoida
EducationNot Mentioned
SalaryRs 8 - 12 Lakh/Yr
IndustryIT - Software
Functional AreaSales / BD,General / Other Software
EmploymentTypeFull-time

Job Description

This position is for a FORTUNE 100 Client based in NOIDA.Excellent written English and oral communications skills a must.Duties:

  • Monitor and evaluate Sales specialists performance for consistency in adherence to guidelines and provide direct feedback regarding strengths and weaknesses.
  • Maintain reports and data to keep track of quality of support
  • Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
  • Design & deploy Bottom Quartile Management
  • Partners with stakeholders to drive initiatives to improve quality of service.
  • Lead calibration sessions and support QA training initiatives as needed
  • Prepare and present weekly/monthly quality analysis to internal & external stakeholders
  • Lead internal & external meetings as needed, support the team in building long term vision for Quality
  • Determining and agreeing on in-house quality procedures, standards and specifications
  • Does 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 best in class customer experience
  • 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 selling skills and soft skills and different techniques required to assist our diverse customer base.
  • 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
Requirements
  • 5+ years of experience in a Quality specialist role
  • Fluency in English both spoken & written
  • Must to have hands on experience in data analysis, MS excel, Transcript bases quality analytics
  • Phone Sales experience in an online multicultural environment
  • Proven track record working in a collaborative role in a multicultural, fast-paced environment.
  • High level of accuracy and attention to detail
  • Highly organized, self-motivated and proactive with the ability to prioritize tasks
  • Flexible approach and ability to adapt to changing business needs and processes
Desirable
  • BA/BS degree in relatable field.
  • Experience using Adobe Creative Cloud or Adobe Document Cloud products.
  • Experience in Phone sales and customer service
  • Analytical Tools, Power BI & Tableau (good to have)
,

Keyskills :
auditingselling skillsbasisroot causecoachingfortune 100power bidata analysisprofessional publicationsroot cause analysisquality assurancepreventive actionsquality procedurescustomer experiencesoft skillsquality analysistrend analysisadob

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