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Quality Assurance Role - Contact Centre & Retail - AgroTech

6.00 to 8.00 Years   Bangalore   09 Apr, 2023
Talchemist
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Quality Assurance for Contact Centre & Retail with one of the fastest growing Agrotech Firm Job Requirement - Improve quality audits across various teams of Contact Centre & Retail.- Ensure improvement and sustainability of processes based on quality audits.- Assist the Operations team in employing innovative methods and give feedback to improve the overall customer experience.- Identify and explore quantitative and qualitative data to develop and enhance employee skills. Tackle problems in creative and logical ways and brainstorm solutions.- Conduct customer feedback audits and derives insights to optimize the user experience.- Create effective working relationships with key stakeholders by logical process enhancement suggestions along with data-driven product decisions.- Formulate compliance and non-compliance processes as per policies and requirements.- Ensure that training needs are created and shared with Training team.- Identify and assess training needs through job analysis, quality scores, performance appraisals, and consultation with respective managers.- Plan and manage on-the-job training, quizzes, refresher training, etc. for associates.- Partner with Outsourced teams to plan and design the complete quality structure. - Conduct Inhouse audits for CC and Retail field teams to ensure high quality of service. - Work on market research to drive NPS and CSAT .- Work closely with various teams to plug areas of opportunity into the Service delivery .- Six Sigma certified (Mandatory), Additional Certification or the experience of implementing Training and Quality-related processes from scratch will be an advantage.- Total 6-8 years experience into Contact Centre, Back office Operations and Retail .- Experience working with Tech process or Agriculture business- Experience in both voice and non-voice processes.- Strong analytical and problem-solving skills.- Must enjoy digging into data and deriving insights because we are a data-driven company - A quick learner who is able to understand the process and provide valuable feedback.- Excellent interpersonal skills and ability to work with and influence different stakeholders- Should have the ability to work under pressure and in an unstructured environment.- Ability to travel - Excellent written and verbal communication skills with the ability to communicate with multiple levels within the organization.- Should have excellent knowledge of MS-Office, Excel, MIS, Dashboards and Power Point Presentation Skills, G-Suite,

Keyskills :
back office operationspower point presentationsix sigmams officeback officeanalysisquality audittraining needsmarket researchproblem solving

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