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Heads Up For Tails | Jobs | Urgent Position For Quality Analyst- Customer Service | BigDataKB.com | 08-02-22

Job Location: Gurgaon/Gurugram

Roles and Responsibilities

  • High performance delivery on all quality parameters.
  • Conduct audits and feedback for all the agents with the objective of improving agents throughput and maintaining customers satisfaction.
  • Understand customer needs and requirements to develop effective quality control processes.
  • Performs monitoring and assessment of all interactions of the associates (Inbound /Outbound Calls, e-mails, social, etc.)
  • Data analysis and creating designated reports/dashboards.
  • Prepare TNA, publish and execute for 100% closure.
  • Reduce the learning curve and help enhance product/process knowledge of new team members.
  • Ensure that internal policies, procedures, and compliance regulations are being followed.
  • Execute internal call listening/calibration sessions.
  • Maintain and sustain exceptional KPI performance.

Desired Candidate Profile

  • Graduate/ Post Graduate degree in any discipline.
  • Proven experience in the field of Quality Assurance-Customer Service.
  • Excellent communication (verbal and written) skills in Hindi and English.
  • Good listening ability to understand customer issues very clearly and provide resolution.
  • Analytical and quantitative Skills
  • Data Handling/ Data interpretation.
  • Process orientation and structured thinking.
  • Ability to function independently as well as in a team, multi task in a high energy environment
  • Demonstrated ownership to resolve challenging customer issues, escalating when necessary
  • Ability to maintain regular and reliable attendance, including the daily schedule; operational flexibility with the working schedule will be expected to work on weekends, holidays and event
  • Familiarity with Microsoft Office.

Perks and Benefits

PF & Medical

Apply Here

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