Quality Analyst
ADVENXA
Infopark - Campus - kakkanad, KL, in
5d ago

Quality Analyst

Location : Infopark, Kakkanad, Kochi.

Experience : Minimum 1 year of experience as a QA in Contact centre.

1. Auditing calls to ensure accuracy target is met as per SLA. Based on the call monitoring provides trend data to site management team.

2. Audits of Inbound, Outbound and Chats have to be done on a daily basis. Uses the monitoring data management system to compile and track performance at team and individual level.

3. Participates in customer and client listening programs to identify customer needs and expectations.

4. Provides actionable data to various internal support groups as needed.

5. Prepares and shares monthly quality calendar for Call calibration, Good call listening session, dip checks and feedback sessions for the call centre staff.

6. Help the team to streamline the call centre processes by identifying various issues in the activities performed.

7. Prepares a strategy to improve the Bottom quartile performers’.

8. Demonstrate prompt and effective communication skills.

6. Ensure proper procedures and protocols are followed while handling IB calls, OB calls and chats as per the given SOP.

7.Send a report to the Process Manager for the day to day activities.

Requirements

Qualification & Requirements

1. Minimum 1 year of experience as a QA in Contact centre.

2. Must have knowledge of Audits, Feedbacks, calibration, briefing session and dip check.

3. Proficient in tools such as MS Office (especially excel), Google sheets etc.

4. Must have a good written and verbal command in English.

5. One who is hard-working, agile & flexible in terms of shifts and weekly off (6 days working with 1 rotational weekly off).

Requirements

Qualification & Requirements 1. Minimum 1 year of experience as a QA in Contact centre. 2. Must have knowledge of Audits, Feedbacks, calibration, briefing session and dip check.

3. Proficient in tools such as MS Office (especially excel), Google sheets etc. 4. Must have a good written and verbal command in English.

5. One who is hard-working, agile & flexible in terms of shifts and weekly off (6 days working with 1 rotational weekly off).

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