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Golden Opportunities Pvt Ltd | is Hiring | Quality Analyst – Service Desk | BigDataKB.com | 06-04-22

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.

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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

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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

Apply Here

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