Job
Description
As a Quality Assurance Executive you will have to monitor and evaluate inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyses the results. Being a Contact Centre Quality Assurance Executive you will have to provide feedback to improve performance and develop training programs. Works with other internal teams to define quality metrics. Additionally gain exposure to some of the complex tasks within the job function.
Occasionally directed in several aspects of the work. Work under this role will not be limited to regular office hours and working days. Any other tasks & responsibilities assigned by Management
Roles and Responsibilities:
- Monitoring, analyzing and overseeing the process of counselling for all the counselors by quality check parameters
- To barge live calls and rate the ongoing calls in terms of QA parameters.
- To give regular feedback on the call recordings which are audited.
- Analyzing performance of the in-house team of the counselors and being responsible to channelize the relevant findings through effective feedback coordinate with Assistant Manager.
- QA & Operations for the developments and changes to be brought to the table for the betterment of the process.
- Your inputs should bring out the best out of every counsellor and they should be able to know their areas of strengths and areas of improvement through your vision.
- Conduct regular checks to see if the feedback given is implemented or not and analyse its effectiveness.
- Schedule regular team briefings to impart generalized developmental parameters.
- Work under this role will not be limited to regular office hours and working days.
- Any other tasks & responsibilities as per process
Person Specification:
- Excellent verbal, written and interpersonal communication skills.
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Must be self-motivator and self-starter.
- Focus on quality and customer service.
- Exceptional listening and analytical skills.
- Solid time management skills.
- Must be able to effectively deal with people at all levels inside and outside of the Company.
- Creative ability & writing proficiency.
- Ability to multitask and successfully operate in a fast paced, team environment.
- Must adapt well to change and successfully set and adjust priorities as needed;
- Experience of CRM systems/customer databases.
- Excellent attention to detail, cultural awareness and sensitivity.
- Competent user of Microsoft office package.
Educational Qualification: Graduate or more.
Salary offered: As per company norms.
Applicants with relevant work experience in quality analysis domain would be given priority.