Technical Support Quality Assurance

1 week ago


Chennai, Tamil Nadu, India Movate Full time
Designation - Senior Associate - Quality Analyst.
Looking for candidates with excellent communication skills and from international voice background.
Only Immediate joiners are preferred. -Max within a weekWork from office - Ambattur, Chennai.
Candidate should have minimum 2years experience in technical support voice process and basic understanding about QA metrics and tools.
Responsibilities for Quality Analyst-Monitor calls to ensure process is followed as per guidelinesQuality check product knowledge, policies, and proceduresImproves customer satisfaction and call quality by monitoring agents and providing feedback via one-on-one and group coaching sessionsMust have demonstrated strong organizational, time-management, and written and oral communication skillsParticipates in Joint call monitoring with client, facilitates internal and external calibration sessionsCoordinate with Team lead, Trainers on the calibration of service processesCreate quality reports for supervisors and management on individual agents to suggest actions for improvementMeet with Team Lead, Supervisors and Trainers on actions plansBuild reporting on Project level trends, scoring, and based on ad hoc requestsProvides focused quality audits and performance feedback to team leaders/supervisors and managers for assigned teams within the timeframe guidelinesAct as a key stakeholder will keep management informed on all critical situationsDocumenting quality issues, performance measures and quality improvements for management reviewModels and shares best practices with team members with ability to receive feedback and act when appropriate
Please call for the telephonic discussion

  • Date 28May24Time 10am 9pmMagesh Email your resume to
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