Quality Assurance Executive

1 month ago


Bengaluru, India Vahan Technologies India Private Limited Full time

THE ROLE
Quality analyst (QA) is a process used to ensure that products and services meet the
requirements of clients, customers, or other stakeholders. It’s an important part of any
organization that wants to maintain a reputation for quality.
The QA Analyst will monitor inbound and outbound calls and chats responses to assess
communication technical accuracy, The QA Analyst will help develop, create, and implement
contact center quality processes and procedures; as well as make recommendations for
enhancements to training materials as needed to enhance the overall Member Experience.
A quality analyst typically has a wide range of responsibilities, which can include:

- Performs call or chat monitoring and provides trend data, quality reports, and feedback
to Team Lead..
- Participates in design of call / chat monitoring formats and quality standards.
- Uses a quality monitoring data management system to compile and track performance
at team and individual level.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Perform other duties as assigned.
- Proven history of analytical and problem-solving skills from previous roles.
- Ability to initiate and complete projects without supervision.
- Ability to communicate with discretion, professionalism, and confidentiality when
needed.
Occupational Experience & Education Requirements
- 2-3 years Call Center Experience.
- Outstanding customer service skills and dedication to providing exceptional customer
care.
- Experience using CRM tools (Freshdesk, kapture)
- Focus on quality and customer service.
- Exceptional listening and analytical skills.
- Solid time management skills.
- Must be able to effectively deal with people at all levels inside and outside of the
Company.
- Creative ability & writing proficiency.
- Ability to multitask and successfully operate in a fast paced, team environment.
- Must adapt well to change and successfully set and adjust priorities as needed.
- Must be proficient with Microsoft Office (intermediate Word, basic Excel).

**Salary**: ₹250,000.00 - ₹350,000.00 per year

**Benefits**:

- Health insurance
- Internet reimbursement
- Leave encashment

Schedule:

- Day shift
- Rotational shift

Supplemental pay types:

- Performance bonus

**Education**:

- Higher Secondary(12th Pass) (required)

**Experience**:

- total work: 1 year (preferred)

Ability to Commute:

- Bangalore, Karnataka (preferred)

Ability to Relocate:

- Bangalore, Karnataka: Relocate before starting work (preferred)

**Speak with the employer**
+91 7676366536



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