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QA For Travel Process

1.00 to 6.00 Years   Delhi   08 Feb, 2021
Arvato
Job LocationDelhi
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaQuality (QA-QC),Sales / BD
EmploymentTypeFull-time

Job Description

Opening for Quality Analyst Position in Travel Process Candidates with Travel Background experience in BPO only applyDescription :-

  • Set quality and customer service metrics and track month-on-month improvement
  • Audit calls , emails , chats etc.
  • Responsible for testing and audit of controls relating to customer satisfaction
  • Identify bottlenecks in cross-functional departments and applied continual process improvement
  • Create SLAs and maintain process documentation for internal stakeholders.
  • To conduct regular Feedback sessions for Agents.
  • To conduct calibration sessions with operations and training team.
  • Generating daily , weekly & monthly Quality Reports.
  • Should have knowledge of 7 tools of quality.
  • Assistance for continual improvement
  • Providing trainings to agents on quality parameters , KRAs and expectations
  • 3+ years call center experience (Customer service process )
  • Minimum 1 years managing quality in a call center environment
  • Strategic thinker and tactical implementer.
  • Ability to influence and motivate others.
  • Superior written and verbal communication skills.
  • Demonstrated success managing new initiatives while meeting operating and budgetary requirements.
PLEASE APPLY ONLY IF YOU ARE IN AND AROUND DELHI Please share CV on nitambini.kapur@majorel.com ,

Keyskills :
acdtestingcustomer serviceanalysistravel processoperationsworkforce managementquality analysisprocess documentationcalibrationaustralasiacall center

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