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Quality Analyst
2 weeks ago
About Us:
Canadian SIM™(WCSI), wholly owned and operated by Wireless DNA Inc. is duly authorized by Rogers Communications Inc. to provide a true Canadian wireless solution to newcomers prior to their arrival in Canada. In India, we operate our business legally with both a business and telecom (DOT) license. Further, we are a proud member of ICBC (Indo-Canadian Business Chamber) and a telecom partner with the largest Indian bank – ICICI. This excludes the multitudes of other channels and partners that we market and sell our products through directly and indirectly.
No. Of Positions Open: 1
Job Location: Jasola, New Delhi
Responsibilities
- The candidate should help creating quality assurance parameters for auditing calls. It must be modified on a regular basis as per guidelines received from Process owners.
- Quality Analyst will do daily call audits as per the predefined audit parameters and identify fatal and non-fatal errors.
- Transparently giving daily feedback to the team members without any biasness towards any individual.
- Audit the CRM as per the action taken on calls, including updates, and mark the quality as per predefined thresholds.
- Publish the daily quality reports to track quality metrics and agents’ performance.
- Generate monthly dashboard for the overall process health comprises of quality obtained by team members on calls and updating on CRM.
- Provide training refresher to the team members on a regular basis on call taking patterns and scenarios.
- Call calibration exercise on a fortnight basis with the process owners and team members for supporting everyone to be on a same knowledge.
- Aligned with the operations team and provide relevant suggestions for arranging trainings for team as per skill sets.
Requirements
- Bachelor’s or equivalent degree.
- 3 to 5 years of experience in quality assurance and process compliance.
- Should have a fair understanding of CRM and feedback mechanism.
- Must be compatible on MS Word, PowerPoint and Excel.
- Good written and verbal English communication skills.
- A self-motivated, go getter person that ensures a highly positive and energetic office culture.
- A great team player.
- Should be adaptable to changing work requirement and timings as per need.
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