Quality Specialist
4 weeks ago
Google Adwords
Preferably managing transaction quality audits in customer support for Ads (Google or other)Responsibilities:Audit / Review multi-channel customer interactions (Chat, Emails, and Case Comments) as perthe workflow and Quality framework defined in the SOP on a daily basis.Prioritize the adhoc task requests and share efficient reviewCreate decks for Quality led sessions to cascade best practices, learnings from escalations,DSATs to help elevate the customer experience.Able to identify quality of recommendations made on Advertisers' campaigns by the Analysts,log them & capture errors.Perform quality and process adherence reviews on the expected sample.Track, measure and report metrics as per agreement with client.Need to have regular coaching and deep dive sessions to reduce the errors.Ensure regular calibrations are in place to bridge the knowledge gaps.Analyze data to identify trends, behaviors and areas of improvement through audits.Keep track on the improvement of agents especially outliers.Focus on quality and customer service.Ensures compliance with the company and regulatory guidelines and procedures to providehigh quality service and outstanding customer support.Required to track team reporting, present audit report to client and internal stakeholders alongwith plan of action on how to improve the quality of agent.
Technical skills:
● Basic knowledge of web page designing, HTML, Javascript, DOM elements
Communication:● Excellent communication, organization, and internal client - facing skills● Efficient and Effective feedback delivery process based on analyst's tenure & skill
Minimum Qualification:● Bachelor degree required: BE, B Tech, BCA or BSc (preferably Computer Science).
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