Job Location: Noida
Role is for leading ITES Global Giant and having PAN India Operations.
Role and Candidate Expectations:
Candidate 2+ years of experience as Quality analyst in performing Transaction monitoring audits and providing feedback in Service desk voice and in tech trouble shooting process for international support.
Should have good understanding of ITIL
Knowledge of usage of MS tools-Intermediate level (Excel, word, PowerPoint)
Good Knowledge of QA Audit and evaluation function
Good understanding of QA calibration
Understanding of Tools such as Kaizen 7 QC tools would be an added advantage
Conduct daily/weekly Transaction Quality Audits
Provide meaningful feedback and reporting to agents, team leads and management to guide improvements in agent coaching/training, documentation, resolution model etc
Publish Dashboards at defined intervals
Drive Quality and process improvement initiatives
Flexibility and Availability for any ad-hoc business requirement
Ensure Confidentiality Availability and Integrity of Data
Work closely with operation manager to understand the expectation from quality and align QA activities accordingly
Participate in weekly quality review with operation and internal Quality stakeholders
Conduct weekly team huddle/session on quality
Drive Zero tolerance policy
Should be flexible with shifts including night shifts
Interested candidates revert back with your updated CV to [email protected] or Contact 9444760974.
Contact Person : Ackshaya