Customer Service Domestic Quality Analyst-BPS
4 days ago
Job 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 defined or as per critical needs without compromising total target audits in 80% of available time - Implementing Quality Monitoring Standards & Monitoring ID movements/follow-ups taking corrective measures towards improvement - Participate in huddle sessions, share inputs with Team members related to error trends, process updates and technical issues. Working in close tandem with Assistant Managers and SME's on the process for an excellent team and process performance - Quality Analysts contact all the dissatisfied customers and provide a detailed analysis to improve customer experience. - Required to provide detailed analysis for escalations, product and process changes/launches. - Coordinate for calibration sessions and adherence towards enhancing calibrated process performance. Job Responsibilities: (Desired) - Should have been a Quality analyst for at least one year in a Telecom Process. - Experience from BPO industry with Telecom customer service background. Criteria : - Graduation from any stream is mandatory - Should have a at least 2 years of experience as a quality analyst preferably from Telecom customer service background. - Experience on feedback and coaching techniques, ensuring improvement of the process through Quality tools on Lean, Kaizen and Six Sigma Shifts timings: Should be ready to work in flexible shifts, Rotating Day and Night Week Off : 6 days working, 1 day rotational off Transport : One way pick-up or drop (shift between 9pm to 6am) Female One way pick-up or drop (shift between 12am to 6am) Male
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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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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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Mumbai, India Hexaware Technologies Full timeJob 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...
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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
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Customer Service Domestic Quality Analyst-BPS
2 weeks ago
India Hexaware Full time ₹ 2,00,000 - ₹ 6,00,000 per yearDescriptionActive 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
