Customer Service Domestic Quality Analyst-BPS
6 days ago
Job Description Job Description Role : Quality Analyst. About Organization: Hexaware is a global technology and business process services company. Our 31,000+ Hexawarians wake up every day with a singular purpose; to create smiles through great people and technology. With 54 offices in 28 countries, we empower enterprises worldwide to realize digital transformation at scale and speed by partnering with them to build, transform, run, and optimize their technology and business processes. Learn more about Hexaware at https://www.hexaware.com . Role : The role is focused on auditing calls and mails, recording feedback, and facilitating necessary changes to improve the call center's core processes. The aim is to reduce errors through Audits, Root Cause Analysis (RCA), and Failure Mode and Effects Analysis (FMEA) while setting control measures in place. The role also involves delivering productivity improvements through continuous growth and technical development of the team, ensuring that all areas are efficiently managed and optimized. Reports into : (RM Designation) AM/DM Job Responsibilities : - Conduct thorough audits of calls and emails to ensure compliance with company standards and identify areas for improvement. - Record detailed feedback based on audit findings and share it with relevant stakeholders to facilitate process enhancements. - Implement necessary changes to the call center processes based on audit feedback, aiming to enhance efficiency and effectiveness. - Develop and maintain updated documentation of core processes, ensuring all team members are informed of the latest procedures. - Utilize Root Cause Analysis (RCA) and Failure Mode and Effects Analysis (FMEA) techniques to identify and address process errors. - Set and enforce effective control measures within the processes to minimize errors and enhance quality assurance. - Collaborate with the technical development team to deliver continuous growth and improvements in productivity. - Provide training and support to team members to ensure understanding and adherence to updated processes and standards. Job Responsibilities : - Experience in quality assurance within a call center environment is highly preferred. - Familiarity with process improvement methodologies and tools, such as Lean or Six Sigma, is an advantage. Criteria : - Bachelor's degree in a relevant field. - Minimum of 2 years of experience in a similar role. - Strong analytical skills with the ability to perform detailed audits and analyses. - Excellent communication skills for effective feedback and process improvement discussions. Shifts timings: 24/7 Rotational Shifts Week Off : 1 rotational week off Transport : Eligible post 10 pm for Home Drop. Regards, Matilda D'mello Team Coach Lateral TAG M: +91 9082299130 E: [Confidential Information]
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Customer Service Domestic Voice Supervisor-bps
3 weeks ago
India Hexaware Technologies Full timeCustomer Service Domestic Voice Supervisor-BPS
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Chennai, India Hexaware Technologies Full timeJob Description Job Description Role : Outlines the Quality Framework, CTQs, and the application of the Quality Control Plan to carry out audits in accordance with established guidelines and transaction monitoring samples. Reports into : Quality Lead Job Responsibilities: - Providing active feedback to agents through Call/ID & generating audit trends as...
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Customer Service International Voice Lead-BPS
2 weeks ago
Mumbai, Maharashtra, India Hexaware Technologies Full time ₹ 12,00,000 - ₹ 36,00,000 per yearJob Summary:We are looking for an experienced Customer Service Lead (Non-Voice Domestic Process) to manage daily operations and ensure service excellence across multiple customer support teams. The ideal candidate will oversee a non-voice process (email, chat, ticketing, or back-office support) within a BPS environment, ensuring productivity, quality, and...
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India Hexaware Technologies Full time ₹ 5,00,000 - ₹ 15,00,000 per yearJob description Manages a team of 15 to 20 QA Analysts •To manage transaction quality profile for a customer service process for our domestic client •Participates in design of call monitoring formats and quality standards •Defines Quality Framework, CTQs and implementation of Quality Control Plan •To conduct audits as per defined guideline and...
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India Hexaware Technologies Full timeJob description Manages a team of 15 to 20 QA Analysts oTo manage transaction quality profile for a customer service process for our domestic client oParticipates in design of call monitoring formats and quality standards oDefines Quality Framework CTQs and implementation of Quality Control Plan oTo conduct audits as per defined guideline and sampling for...
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India Hexaware Technologies Full timeManages a team of 15 to 20 QA Analysts o To manage transaction quality profile for a customer service process for our domestic client o Participates in design of call monitoring formats and quality standards o Defines Quality Framework CTQs and implementation of Quality Control Plan o To conduct audits as per defined guideline and sampling for transaction...
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India Hexaware Full time ₹ 12,00,000 - ₹ 24,00,000 per yearDescription• Manages a team of 15 to 20 QA Analysts • To manage transaction quality profile for a customer service process for our domestic client • Participates in design of call monitoring formats and quality standards • Defines Quality Framework, CTQs and implementation of Quality Control Plan • To conduct audits as per defined guideline and...
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Customer Service Domestic Voice Supervisor-BPS
2 weeks ago
India Hexaware Full time ₹ 12,00,000 - ₹ 24,00,000 per yearDescriptionJD: Education Mandatory: Graduates from any stream Desirable: • Minimum 5-8 year of work experience in a Domestic Premium segment Voice/Chat Program from premium contact centers. • Minimum 5 year of work experience in a Domestic Premium segment Voice/Chat Program, with minimum of 2 years as an Assistant Manager • Prior experience in managing...
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india Hexaware Full timeDescriptionActive Listening; computer basic knowledge; Domain expertise; Escalation Management; Multitask Handling; Process Understanding and Improvement; Quality Assurance and Control; Team Management; Typing skills 25 WPM with 90 Percent Accuracy
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Customer Service Domestic Quality Analyst-BPS
2 weeks ago
India Hexaware Technologies Full time ₹ 2,00,000 - ₹ 6,00,000 per yearActive Listening, computer basic knowledge, Domain expertise, Escalation Management, Multitask Handling, Process Understanding and Improvement, Quality Assurance and Control, Team Management, Typing skills 25 WPM with 90 Percent Accuracy
