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Quality Assurance Specialist(Technical support)

2.00 to 5.00 Years   Gurugram   11 May, 2019
Quess Corp Limited (IKYA Human Capital Solutions)
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / HelpdeskQuality (QA-QC)
EmploymentTypeFull-time

Job Description

Dear candidate,we are hiring for one of the IT Startup based in GurgaonJob DescriptionThe Quality Assurance Specialist for Birdeyecustomer support team is responsible for monitoring and evaluating the case quality of support reps (engineers). The incumbent will be responsible to evaluate overall support instances, which may include verbal and written customer contact, process adherence, project management practices, documentation, Case SLAs and other compliance as deliverables by the support reps. The person will be responsible for designing of all quality monitoring formats and quality standards. The QAS will be mentoring the Product Consultants for success in executing superior service and quality to our customers, while following internal standards, protocols, and processes for service delivery. The Quality Assurance Specialist documents the results and provides feedback and trend data to the Support operations Team Leaders and Manager(s) as required.We take customer happiness very seriously and its core to our DNA. You must be flexible, able to work in a startup environment and be hands-on. You must truly enjoy a startup environment where we move fast, adjust the organization as needed, and be adaptable to change.Work Hours:6:30pm to 3:30am or 7:30pm to 4:30am ISTPosition Duties:

  • Monitor client interactions and deliverables for accuracy of information and compliance to quality standards.
  • Ensure delivery of high level of customer service and deliverables as defined by standing policies and processes. Record evaluations utilizing departmental quality
  • Bachelors degree required monitoring forms.
  • Deliver coaching feedback to Product Consultants on their assessments.
  • Provide Team Leaders and the Manager with regular performance feedback.
  • Assist with quarterly CSAT program by working with the support team on the delivery of the surveys and evaluating customer feedback received from the surveys.
  • Participates in the design of quality monitoring forms and quality standards.
Candidate Requirements:
  • 2-5 years of experience performing Quality Assurance (QA) in a Technical voice contact enter environment.
  • Experience in developing and implementing QA programs.
  • Strong written communication skills.
  • Proficient in Word, Excel and PowerPoint for presentations and reports required.
  • Should be a team player and share best practices aimed at continuous development of the team.
  • Should have the zeal and ability to keep themselves up to date with the product knowledge and lead with example.
  • Must be good with Time management and should be able to prioritize between tasks assigned while concentrating on the core job.
Call Richa@7290080677

Keyskills :
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