Job Role: Quality Assurance Analyst
Educational Qualification: B.Tech/B.E.,MCA
Experience: Freshers
Job Location: Hyderabad
Job Description:
- Monitors customer contacts and transactions, evaluating and documenting employee Customer Care performance as compared to department standards.
- Performs risk management due diligence in identifying compliance, conflict of interest and policy & procedure deficiencies that occur during telephone, e-mail and chat interactions within the contact center.
- Provides feedback on performance to Customer Care Agents, which is also shared with leadership as an element of the agents’ ongoing performance evaluation and coaching.
- Develops and monitors metrics related to quality. Identifies and provides recommended solutions for performance trends and issues impacting customer satisfaction and quality.
Key Responsibilities:
- Maintain and continuously improve monitoring standards for the contact center.
- Observe, listen to calls, analyze written communications, and review closed cases/transactions based on monitoring standards, analyzing interactions for service, agent soft skills, content, and accuracy.
- Provide individual unbiased feedback to employee and or manager in a timely manner, promoting a continuous learning environment.
- Make continuous improvement recommendations based on monitoring observations.
- Work in partnership with leadership team to develop agent skills.
- Prepare and analyze weekly/monthly reports on individual and team performance.
- Develop and implement programs and processes to ensure that Quality Monitoring program are operating at a strategic level.
- Build/revise evaluation forms to meet changing program needs.
- Provide back-up support for WFM agent.
- Readily have tough conversations and handle objections with agents while maintaining an overall positive atmosphere.
- Perform additional responsibilities and complete other projects as assigned.
Skills Required:
- Candidate should be BE/B Tech/MCA from a recognised university.
- Candidate should have an aggregate of 60% through out academics.
- Should have best practices relevant to creating positive QM environment in a contact center.
- Should have excellent oral, written, and interpersonal communication skills.
- Must have ability to be discreet and maintain confidentiality.
- Should have ability to set goals and metrics in regards to quality monitoring.
- Must be a effective listener with the ability to monitor large volume of calls on a monthly basis ensuring service and accuracy.
- Must be able to work in a fast paced, ever changing environment with a sense of urgency.
- Should have strong ability to multitask, excellent organizational and analytical skills with attention to detail.
- Should have best practices relevant to creating positive QM environment in a contact center.
- Should have excellent oral, written, and interpersonal communication skills.
- Must have ability to be discreet and maintain confidentiality.
- Should have ability to set goals and metrics in regards to quality monitoring.
- Must be a effective listener with the ability to monitor large volume of calls on a monthly basis ensuring service and accuracy.
- Must be able to work in a fast paced, ever changing environment with a sense of urgency.
- Should have strong ability to multitask, excellent organizational and analytical skills with attention to detail.
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