Technical Support Quality Assurance

2 weeks ago


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 week

Work 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 guidelines

Quality check product knowledge, policies, and procedures

Improves customer satisfaction and call quality by monitoring agents and providing feedback via one-on-one and group coaching sessions

Must have demonstrated strong organizational, time-management, and written and oral communication skills

Participates in Joint call monitoring with client, facilitates internal and external calibration sessions

Coordinate with Team lead, Trainers on the calibration of service processes

Create quality reports for supervisors and management on individual agents to suggest actions for improvement

Meet with Team Lead, Supervisors and Trainers on actions plans

Build reporting on Project level trends, scoring, and based on ad hoc requests

Provides focused quality audits and performance feedback to team leaders/supervisors and managers for assigned teams within the timeframe guidelines

Act as a key stakeholder will keep management informed on all critical situations

Documenting quality issues, performance measures and quality improvements for management review

Models and shares best practices with team members with ability to receive feedback and act when appropriate

Please call for the telephonic discussion - Date -28-May-24

Time 10am -9pm

Magesh

Email your resume to -



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