Quality Executive

Urgently required Quality Executive - Travel for a leading BPO based out of Gurgaon.

Quality Executive

·         Graduate with 1-2 years of experience in quality from a travel process

·         Excellent verbal and written communication skills

·         Feedback delivering skills

·         Call center operational experience

·         Flexible and adaptable approach

·         Team player

·         Demonstrates initiative

·         Should have good interpersonal skills/High aptitude

Roles & Responsibilities:

·         Responsibility for Email/ Chat Quality Assurance on the Operations floor

·         Monitoring Email/ Chat and rendering Quality feedback

·         Maintaining performance scores

·         Identifying training needs and improvement needs in processes, procedures & utilization 

·         Updating Quality Evaluation Sheet, Feedback Forms

·         Focusing on adherence to client defined CTQ's by agents across the floor

·         Preparing reports for Customer Satisfaction Survey, Quality analysis reports etc.

·         Analyzing the Customer Satisfaction data/reports

·         Doing quality checks on various client metrics

·         Assesses skills of newly hired employees after completing of their training

·         Compiling quality dashboards