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Quality Analyst
4 months ago
About TLC
TLC Digitech Pvt. Ltd is a tech product and services company providing end to end digital solutions for customer acquisition, activation, engagement, retention, and loyalty. We have domain expertise in the travel and hospitality space.
Our tech products are developed on world class platforms to include CRM on Salesforce and Heroku with all integrations managed through MuleSoft. Our digital delivery is on the Adobe stacks including Adobe Experience Manager, Analytics, Target and Adobe Campaign with Mobile Apps developed on Ionic hybrid platform. Our Contact Centre’s are integrated with voice, chat, WhatsApp, FB Messenger, Email, Social, Web and SMS. TLC Compliance and Statutory Audits are managed by a Big Four global Accounting Firm. We follow the highest levels of Information Security with an ISO 27001 certification. We are members of CII, FHRAI, TAAI, NASSCOM, Dun & Bradstreet etc.
Details on the company are available on www.tlcgroup.com. Our Membership details are available on www.hotelmemberships.com. TLC managed websites include www.clubmarriott.in, www.diningprivilege.com and TLC Apps include Club Marriott South Asia that can be downloaded from the App Store or the Google Play Store.
Designation Quality Analyst
Location New Delhi – Jasola District Centre
Company Website www.tlcgroup.com,
Key Responsibilities:
- Ensure that all the Brand’s Scripts are implemented and followed across the floor.
- Sharing consolidated agent feedback based on audits/observation on the usage of Brand’s Scrips.
- Conduct trainings in soft skills with a focus on English Grammar and spoken English.
- Prepare monthly training calendars and set up call calibrations and publish variance report,
- Assessing training/refresher training effectiveness & implementation of feedback shared.
- Be the knowledge custodian for the business through impeccable product and process knowledge.
- Evaluating & sharing feedback on brand line effectiveness for the program.
- Conducting Soft Skills training.
Desired Skills
- 3-4 years of experience in Call Center background on calls and emails auditing/ analysis/ feedback/ quality scores and soft skills training and Quality Audits.
- Should have run few improvement projects in the past around key improvement areas of the contact centre.
- Should be presentable with excellent communication skills.
- Experience in soft skills training will be an additional advantage.
- Should be able to share the Training Needs Identification (TNI) basis the calls/emails monitored and should be able to train agents on the improvement areas.
- Knowledge of QC Tools and identify trends from call/email audits, publish data and findings, RCA (Root Cause Analysis),
- Set up call calibrations and publish variance report, coaching and mentoring agents etc.
- Knowledge of Salesforce will be an added advantage.
