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Hiring for Quality Assurance Analyst

2.00 to 7.00 Years   Gurugram   12 Dec, 2024
THINKPOD HR SOLUTIONS PRIVATE LIMITED
Job LocationGurugram
EducationNot Mentioned
SalaryRs 2.0 - 5 Lakh/Yr
IndustryBPO / Call Center
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

    Position :- Quality AnalystLocation : Gurgaon DLF , Next to cyber hub location.Shifts : General 11am-8pm OR 9am to 6pm.Days of working - 5 days working. and 2 offOverall Exp of Candidate - Good communication & QA experience.Cab facility both sides ( within transport boundary)Role Purpose - The purpose of this role is to conduct audits to ensure quality compliance within the account.
    • Conduct process quality audits as per plan
    • Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines
    • For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week
    • Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required
    • Conduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA)
    • Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.
    Communication Skills:
    • International voice experience & good English communication to interact with North America team.
    Resource will have to listen to calls from North America & comprehend to respond/provide feedbackContact- Aishwarya hidden_mobile / mail on hidden_email

Keyskills :
quality auditingquality assurancequality compliance

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