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| Job Location | Delhi |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Recruitment Services |
| Functional Area | Sales / BD,Quality (QA-QC) |
| EmploymentType | Full-time |
Job Summary : The Quality Assurance Lead is responsible for reviewing and auditing incidents , email and telephoneinteractions along with reviewing and investigating customer survey responses for the Call Center.Desired Candidate Profile : Job Type : Full TimeJob Location : Bangalore , Delhi NCR , Indore , Jaipur , Mohali , PuneDesignation : Lead QualityExperience : Must have 2 years of managerial experience handling a team as a LeadEducational Qualification : Any Graduate / Under Graduate / Post Graduate can applySalary Offered : As per Industry standardsKey Deliverables : Analyzes / audits service incident data , emails , voice clips , and customersurveys to identify areas of service delivery that did not meet pre - establishedperformance standards within the Call Center.Provides structured and timely recommendations; verbal and / or written feedbackto Quality Manager , Call Center leadership , Call Center operations , analystsand the Service Quality teams.Performs mock calls with new hires post - training to determine readiness for movinginto support.Develops and conducts targeted group coaching sessions for analysts thataddress Service Quality deficiencies and / or improvement opportunities.Uses customer service expertise to assess existing practices and proceduresfor process improvement opportunities with all Call Center teams and sites.Uses Call Center tools to gather data and analyze trends or patterns affectingquality.Collaborates with call quality team members to identify and streamline processesand implement process standards that enhance service delivery and the customerexperience.Responsible for facilitating calibration / group sessions regarding our qualityprogram.Responsible for the overall quality of the customer interactions , making improvementrecommendations to the Quality Assurance Manager and monitors the result of statedrecommendations.,
Keyskills :
call centercall qualityquality assuranceprocess improvementservice qualitycustomer service