Quality Assurance Analyst

☞ Eben Telecom Pvt Ltd

見る: 106

更新日: 06-05-2024

場所: Ernakulam / Kochi / Cochin Kerala

カテゴリー: コンサルティング/カスタマーサービス 生産/操作

業界: BPO Call Centre

レベル: Quality Assurance/Quality Control Executive

ジョブタイプ: Full Time, Permanent

給料: ₹ 3,75,000 - 4,50,000 P.A.

経験: 2 - 5 years

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仕事内容

Roles and Responsibilities


- Perform quality assurance reviews for Call Centre Operations

- Analyze findings from process reviews and develop reports to highlight trends/ opportunities for improvement

- Make recommendations to help reduce process variation and eliminate errors

- Track Business Unit responses for all findings identified from the process reviews

- Work with Management and develop project plans to address opportunities identified through process reviews

- Provide management with timely reports documenting observations from reviews

- Ensure feedback provided to Consultants are clear and concise

- Performs call monitoring and provides feedback to the Consultants.

- Uses quality monitoring data management system to compile and track performance at team and individual level.

- Evaluate and manage sales efforts and compliance requirements on call quality, without impacting customer experience.

- Coordinates and facilitates call calibration sessions for Consultants.

- Provides actionable data to various internal support groups as needed.

- Coordinates and facilitates call calibration sessions for Consultants.

- Provides feedback to Consultants, team leaders and managers.

- Prepares and analyzes internal quality reports for management reviews.

- Perform other duties as assigned.

- Evaluate processes for compliance with quality requirements.

- Assists with feedback and training of individuals who have contact with customers



Desired Candidate Profile

- Females are required

- Must have decent communication skill

- Should have experience in Quality audit for international voice process, must know quality parameter , Matrix & reports which handled in quality

- 12th/Graduates can apply

- Working window would be 4.30 am to 1.30 pm with two rotational week off



Perks and Benefits

- salary best in the industry

-- Cab facility/cab allowance/Internet would be provided



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締切: 20-06-2024

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