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Opportunity For Sr.quality Evaluator Role

1.00 to 6.00 Years   Mumbai City   21 Feb, 2020
Convergys India Services Private limited
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

Dear Candidate,Greetings for the day!We are hiring forSr.quality EvaluatorRoles and Responsibilities:Process Details:

  • Essential Functions/Core Responsibilities
  • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
  • Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
  • Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
  • Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
  • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
  • Complete phone time to keep current on programs (as applicable)
  • Contribute to maintaining forms and legends documents
  • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Candidate Profile
  • Effective communication skills, both written and verbal
  • Proficient in Microsoft Office
  • Ability to multi-task and meet timelines on deliverables
  • Detail-oriented
  • Candidate working as a Sr. agent can also be considered
Candidate with international voice experience onlyShifts: 24*7 with 5 days working - Transport would be providedExperience: minimum 1yrJob location: Mumbai- Thane (Godbunder road)Job Type: Full-timeEducation- Undergraduate with experienceRegardsTeam HR

Keyskills :
auditing monitoring quality nalyst call evaluator auditor

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