Designation : Quality Analyst (No.of positions-1)
Company Name : Realty Assistant
Exp : 2 to 5yrs
Salary :Best is industry
Working Hours : 9.5 hrs ( including 1 hr break )
Working Days : 6 days working (Day Shift)
Office Location :Sector 126, Noida
Desired Candidate Profile :
-Keen eye for Process enhancement, with knowledge and prior experiencing of call audits (Process Quality & Comm)
-Excellent analytical skills
-The ability to identify gaps and provide inputs to improve performance.
-A strong will to contribute ,make positive and result oriented changes
-Keen eye for detail coupled with analytical and problem solving abilities.
-Good verbal and written communication skills.
-Basic level knowledge on excel reporting
-Assistance for continuous improvement
-Providing trainings to agents on quality parameters , KRA's and expectations
-Knowledge of quality audit tools
Role & Responsibilities :
-Analysis/audits inbound/outbound calls, emails and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CS support teams
-Provides structured and timely recommendations; verbal and/or written feedback to the advisors
-Performs mock calls with new joiners post-training to determine readiness for moving into support
-Conduct Calibration sessions in sync with Delivery and QA team
-Develop, Recommend and monitor corrective and preventive actions
-Identify training requirements and coaching
-Prepare Daily/Weekly reports
-Develops and conducts briefing for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities.
-Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CS Support teams and sites
WFH TILL COVID THEN WORK FROM OFFICE
|Experience||3 - 5 Years|
|Salary||3 Lac To 6 Lac P.A.|
|Industry||Manufacturing / Production / Quality|
|Key Skills||Quality Monitoring QA-Quality Assurance Call Monitoring Quality Management|
|Contact Person||Priyanka Srivastava|
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