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Quality Assurance Executive

2.00 to 5.00 Years   Mumbai City   11 Jan, 2025
Epicenter Technologies Private Limited
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    Quality Assurance Executive
    • Good Team handling skills
    • People Management
    • Good communication skills
    Total Experience: >2 years
    • To manage transaction quality profile for a customer service / sales process for our domestic client
    • To conduct audits as per defined guideline and sampling for transaction monitoring
    • To ensure 100% closure of feedbacks
    • To create and publish regular audit reports with management and clients (daily, weekly, monthly)
    • To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
    • To drive process improvement initiatives
    • To drive calibration sessions with internal or external customers
    • To conduct training for group of agents, when needed
    • To conduct quality induction for new hire batch
    • Leading client calls, meetings, and calibrations with internal and external stakeholders
    • Presenting CQ results and metrics in client reviews
    • Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook)
    • Should have excellent communication skills (written and spoken)
    • Preferred to have six sigma knowledge and understanding of basic QC tools
    Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis

Keyskills :
call monitoringcompliance

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