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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Quality (QA-QC) |
| EmploymentType | Full-time |
Senior Associate, QA Analyst In this role, you will work extensively with functional leaders, service line and support functions to maintain production and quality of the highest standard. Responsibilities Provide actionable and valuable information for TL coaching, feedback sessions and key insights for training prioritization and curriculum development Weekly auditing of agent cases and identifying agent level issues and trends Management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA s, coaching, appraisals, Clearly demonstrated passion for ensuring the success of Client s culture of excellence and commitment to quality and customer service Complete projects using Excel.Qualifications we seek in you Minimum qualifications Experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality service. Fluent in each of the language(s) in which the Services are provided. Fluency in English is mandatory Experience handling customers within service/technical fields within Call center environment Expert familiarity with and quality review in all departments Able to adapt quickly to changes in workflow Excellent written, verbal, and customer service skills Mastery of all customer-communication Comfortable communicating with all levels of management Excellent organizational skills and detail-oriented approach to problem solving Demonstrated proficiency in multi-tasking and prioritization Project management experience to include an understanding of business process improvement method Understand departmental policies and proceduresPreferred qualifications Excellent problem-solving and decision-making abilities Ability to use and interpret data and queries as part of the decision-making process What can we offer Attractive salary; Work in a multicultural environment; Various trainings (initiating, soft skills); Possibility of development,
Keyskills :
customer relationsinsurancequalitysalesmisbusiness process improvementcustomer focusproblem solvingcustomer servicebusiness processcall center