Data Quality Specialist
2 weeks ago
About Us:
Hero Vired is a high-growth startup backed by the prestigious Hero Group, one of the nation's largest and most esteemed business conglomerates. Our mission is to revolutionize the learning landscape through immersive, industry-aligned programs that empower learners with the knowledge, skills, and insights they need to achieve greatness.
We believe in disrupting and reimagining traditional university education and upskilling for working professionals, achieved through impactful online certification and degree programs. With a diverse portfolio of businesses spanning sectors such as automotive manufacturing, finance, renewable energy, electronics manufacturing, and education, we're committed to delivering exceptional quality across all our endeavors.
Job Title: Data Quality Specialist - Customer Engagement
Department: Quality
Location: Delhi (Sultanpur)
Job Type: Full Time
Work Type: Work from office
Estimated Salary: ₹800,000 - ₹1,200,000 per annum
About the Role:We're seeking a skilled Data Quality Specialist to join our Quality team. As a Data Quality Specialist - Customer Engagement, you will be responsible for ensuring the accuracy and compliance of customer interactions by conducting thorough call audits and implementing quality improvement plans.
You will collaborate closely with various teams to understand call parameters, assess compliance with policies, and contribute to the growth and revenue goals of the organization. Your role will involve analyzing quality processes and procedures to verify alignment with customer requirements and identifying areas for improvement.
- Conduct quality audits on pre-recorded and live customer calls, ensuring accuracy and compliance with established guidelines.
- Cross-check end-to-end details on each case to ensure consistency and completeness of information.
- Analyze quality processes and procedures to verify alignment with customer requirements and identify areas for improvement.
- Collaborate with teams to establish daily, weekly, and monthly audit targets, and contribute to short- and long-term development plans.
- Monitor agents' adherence to proper pitch guidelines to meet minimum quality standards.
- Provide regular feedback to agents and their reporting managers to foster continuous improvement.
- Identify gaps in call quality and provide constructive feedback, conducting refresher sessions with agents to enhance their performance.
- Conduct regular CRM audits to improve the accuracy and hygiene of agent-entered data.
- Conduct case studies for critical cases as required to minimize losses and improve processes.
To be successful in this role, you should have:
- Proficiency in MS Office applications (Word, Excel, PowerPoint) and Office 365 tools.
- Any graduation degree is required.
- Minimum 1-2 years of experience as a Call Quality Analyst.
- Good communication and writing skills in both Hindi and English.
- Strong analytical skills to assess call quality and process effectiveness.
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