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Urgent | Quality Analyst | 3 yrs | Mahape | 35k

2.00 to 3.00 Years   Navi Mumbai   26 Oct, 2023
Florican Enterprises Pvt Ltd
Job LocationNavi Mumbai
EducationNot Mentioned
SalaryRs 2.5 - 3.5 Lakh/Yr
IndustryBPO / Call Center
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

    Interested candidate contact on this number - hidden_mobileor mail at - hidden_emailResponsibilities:Responsible for auditing short and long calls along with making detailed notes of observations for feedback.Provide timely feedback to the assigned production telesales team to ensure issues, if any, are quickly fixed.Conducting frequent training/coaching sessions with the production team membersLead call listening sessions with cross function teams to ensure quality standards are maintained.Conduct training sessions on quality assurance and compliance needs with the new Training or OJT batches.Publish daily and weekly reports to keep the Quality Assurance and Production team updated of team performance.Conduct daily or weekly team sessions to highlight and discuss observations from the call audits or training sessions.Document feedback and coaching sessions with proper signoffs and records management.Academic Requirement:HSC or Bachelors or Masters in any stream (except Engineering)Call Center related certifications are a plus.Production or Operations related certifications are a plus.Experience Requirement:Proven work experience as Quality Coach/Executive/Analyst for Call Center Telesales Inbound or Outbound voice operations for a minimum of 6 to 9 months.Some work experience in a US process is preferred.Skill Requirement:Knowledge of quality monitoring tools and systems, call scoring forms, etc.Knowledge of MS Office suite with proficiency in MS Excel preferred.Good interpersonal, customer service, verbal and written communication skills.Positive and patient approach to work with problems/issues.Ability to multitask and remain calm under pressure, especially during peak hours.Strong coaching and team management skills, ability to motivate team members.Ability to exhibit a very polite, courteous and professional approach at all times.

Keyskills :
quality analysisquality assurancecall center operations

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Urgent | Quality Analyst | 3 yrs | Mahape | 35k Related Jobs

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