Quality Analyst / Team Leader QA only relevant Experience can apply
Qualification / Eligibility Criteria:
- 1 year experience as a quality analyst
- 1-2 years of experience (preferably in handling BPO business)
- Excellent command over English (Verbal & Written)
- Working knowledge of Excel, Power Point & Word
- Understanding of operations reports & MIS
- Sample and evaluate contact transactions
- Report results of evaluations to Quality/Operations
- Coach Technical Support Executives on the evaluations done
- Run analysis on contact evaluations and highlight trends
- Coach agents based on evaluation trends to improve their technical capabilities
- Use trends to identify training needs and developing action plans
- Help technical support executive to understand appropriate troubleshooting approach
- Participate in calibration sessions with Quality/Operations
- Maintain current understanding of program strategies
- Support management focus on review of key drivers, metrics and operational processes that drive KPI results
- Demonstrate commitment to program internal customer satisfaction
