Experienced Quality Assurance Specialist
4 weeks ago
TLC DigiTech Pvt. Ltd. is a tech product and services company that provides end-to-end digital solutions for customer acquisition, activation, engagement, retention, and loyalty in the travel and hospitality space.
We have domain expertise in developing tech products on world-class platforms, including CRM on Salesforce and Heroku with integrations managed through MuleSoft. Our digital delivery is built on Adobe stacks, comprising Adobe Experience Manager, Analytics, Target, and Adobe Campaign, with Mobile Apps developed on Ionic hybrid platform. Our Contact Centres are integrated with voice, chat, WhatsApp, FB Messenger, Email, Social, Web, and SMS. We follow the highest levels of Information Security with an ISO 27001 certification and are members of various industry associations such as CII, FHRAI, TAAI, NASSCOM, and Dun & Bradstreet.
Key details about our company can be found on our managed websites and apps, including Club Marriott South Asia, available for download from the App Store or Google Play Store.
**Job Title:** Quality Analyst
**Location:** New Delhi - Jasola District Centre
Key Responsibilities:
1. Ensure all Brand Scripts are implemented and followed across the floor.
2. Share consolidated agent feedback based on audits/observations on the usage of Brand Scripts.
3. Conduct training sessions in soft skills, focusing on English Grammar and spoken English.
4. Prepare monthly training calendars and set up call calibrations, publishing variance reports.
5. Assess training/refresher training effectiveness and implement shared feedback.
6. Be the knowledge custodian for the business through impeccable product and process knowledge.
7. Evaluate and share feedback on brand line effectiveness for the program.
8. Conduct Soft Skills training.
Desired Skills and Qualifications:
1. At least 3-4 years of experience in Call Center background, handling calls and emails auditing/analysis/feedback/quality scores, and soft skills training, along with Quality Audits.
2. Should have run improvement projects in the past around key areas of the contact centre.
3. Should possess excellent communication skills and be presentable.
4. Experience in soft skills training would be an added advantage.
5. Should be able to identify Training Needs Identification (TNI) basis calls/emails monitored and train agents on improvement areas.
6. Knowledge of QC Tools and identifying trends from call/email audits, publishing data and findings, RCA (Root Cause Analysis),
7. Set up call calibrations and publish variance reports, coaching and mentoring agents, etc.
8. Knowledge of Salesforce would be an additional asset.
Salary Estimate: ₹800,000 - ₹1,200,000 per annum
This role offers a competitive salary range based on your experience and qualifications.
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