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Quality Analyst

2.00 to 3.00 Years   Noida   04 Dec, 2023
MyOperator
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Hardware / Networking
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    Job DescriptionQuality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our sales & customer success associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls, chats, and support ticket responses to assess an associates demeanour, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures; as well as making recommendations for enhancements to the clients success or sales process & training materials as needed to enhance the overall MyOperator customer experience.Key responsibility area Perform regular quality audits on chats and e-mails Maintain and publish quality audit reports, analyses, and trend-lines Participate in quality compliance improvement discussions Alert leaders regarding trends and performance reports at the site, regional. director, and individual levels. Provide actionable data to various internal support groups as needed. Coordinate and facilitate chat/e-mail handling calibration sessions for agents. Provide feedback to agent team leaders and managers Prepare and analyse internal and external quality reports for management staff review Periodically research and publish competition analyses about systems, tools, service interactions, and recommendations Participate in monthly and quarterly sessions with leaders to showcase gaps, improvement opportunities, action plans, and implementation of new processes Work closely with tier directors to complete Lesson Learned, Periodic Testing, and more Work closely with TLs to complete, maintain, and publish Low CSAT analysis with reports that have actionable insights Perform other duties as assigned.Requirements SaaS Sales/Support/Tech Support experience including growth as a Quality Analyst for the support/Sales department with 2-3 years of QA experience Excellent written and spoken English Tech-savvy and able to pick up new product knowledge quickly Hands-on experience with quality audits with the ability to produce reports and identify opportunities. Willing to work in flexible shifts as required based on business needs A can-do attitude Strong interpersonal communication skills Six Sigma Certification or a total understanding of Six Sigma concepts is MandatoryBenefitsQuarterly Performance-Based RnRWiFi & Device Reimbursements for WFHPaid Time OffInsuranceSkills:- Quality control, Training and Development and Root cause analysis,

Keyskills :
Quality controlTrainingDevelopment

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