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Customer Service
We are looking for an experienced Call Quality Auditor to join our team. The ideal candidate will have at least 2-3 years of experience in call quality audits and should be well-versed in the job market context of India.
1. Should have minimum 3-5-year experience as a quality analyst in his previous experience.
2. Should have knowledge in QC tools, MS Office and Preparing Quality Dashboards
3. Audit evaluation, Scoring and Documentation
4. To improve overall performance by taking various activities like Dip checks, call listening sessions, regular/structured feedbacks, daily briefings, Preparing TNI etc.
5. Team Player & Ability to coach and provide feedback to associates on audits performed.
6. Perform Root cause analysis.
7. Good analytical skills and knowledge of preparing reports for Agents & Process
performance.
8. Call Calibration Sessions, actively participate in call calibration sessions to ensure consistency in quality assessments.
9. ACPT Analysis for call audits
10. Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
11. Fatal and Non-Fatal Errors, possess in-depth knowledge of fatal and non-fatal errors while auditing the calls
12. Bottom Quartile identification and steps to improve them
13. 1 Should be excellent in communication- English & Hindi (Mandatory)
Role:Quality Assurance Executive
Industry:Customer Service
Function:Customer Service/Call Centre/BPO
Job Type:Permanent Job
Date Posted: 06/08/2024
Job ID: 87682893
We are one of the Leading BPO | BPM and Call Center Service Provider in India based out of Bangalore – Bengaluru. We offer ultimate solutions to our Customers. From marketing to customer care, we provide everything. The Challenge in customer support environment is to deliver excellent and immediate solutions because the customers have become more intelligent as well as impatient, today. We have established our BPO which is well-equipped to deliver best Inbound services, Outbound services, Blended Services and Call Center Services. We have our dedicated workforce which works round-the-clock just to make sure that they come up with our best services. Serving our clients with the best services helped us in maintaining our best reviews. Maintaining the best reviews has helped us in getting more client base and more experience of work.
