Quality Analyst for Technical Program

ROLE     

To ensure continuous improvement through transaction monitoring of emails and chat of employees based on the process & individual needs

REPORTING TO                                                                                

Deputy Manager Quality

ESSENTIAL QUALIFICATION        

Graduate with call centre experience

ESSENTIAL SKILLS / TRAITS       

·         Excellent verbal and written communication skills

·         Feedback delivering skills

·         Call center operational experience

·         Experience of 1-2 years with technical programs

·         Technical bent of mind

·         Flexible and adaptable approach

·         Team player

·         Demonstrates initiative

·         Should have good interpersonal skills

·         High aptitude

KEY RESPONSIBILITY                                    

·         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

·         Liasoning with Operations to bring about improvement in process metrics