Quality Analyst
1 day ago
Mega Walk-In at TCS Kolkata Hiring for Customer Service - Quality Analyst/Lead/Manager on 13 December 2024 (Friday).
Job Summary:
Role : Customer Service - Quality Analyst/Lead/Manager
Experience: 2 to 11 years
Job Location: Kolkata
Venue: TATA CONSULTANCY SERVICES Gitanjali Park, Street Number 368, Action Area 2F, New Town, West Bengal, 700135
Timing: 09:30 AM to 11:30 AM
Eligibility:
- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)
- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office
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Quality Analyst:
Job Description:
Complete quality checks as per quality check plan
Listen and assess live calls or recorded calls to ensure compliance with internal policies
Check for customer satisfaction metrics and regulatory standards
Evaluation based on tone, professionalism, resolution effectiveness and communication clarity
Complete the feedback loop and ensure verbal feedback is closed for all.
Daily/Weekly reports to be shared with all analysis and results.
Do cross calibration with clients to ensure there are no process gaps.
Take huddles/briefs for the team and work towards bridging knowledge gaps.
Understanding of utilities and associated market participants
Identify factors important to clients.
Handle customer complaints.
Ensure customer-based quality parameters are measured and tracked.
Apply lean & six sigma practices to resolve ongoing issues.
Ensure privacy is for the customer related information / assets.
Person Specification
Knowledge/Experience: To be able to perform the following functions:
Experience in managing ownership of issues and overall customer experience.
Has an experience as working as a quality auditor for at least 12-24 months.
Competencies/Skills:
Strong Communication & Analytical Skills
A Quick Learner. The qualities of a QA analyst must have a global overview of the company. ...
Attention to Detail
Analytical
Empathize
Strong relationship building skills.
Multi-Tasking
Qualifications:
Essential:
Graduation in any stream
Desirable:
Prior 12 months experience of Customer Service & Operations Management in ANZ Utilities Industry
More than 2 years of experience in service industry
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Quality Lead:
Job Description
Create an inspiring team environment with an open communication culture
Set clear team goals
Delegate tasks and set deadlines
Oversee day-to-day operation
Monitor team performance and report on metrics
Motivate team members
Discover training needs and provide coaching
Listen to team members’ feedback and resolve any issues or conflicts
Recognize high performance and reward accomplishments
Encourage creativity and risk-taking
Suggest and organize team building activities
Ensure privacy is for the customer related information / assets
Person Specification
Competencies/Skills:
Proven work experience as a team leader or supervisor
In-depth knowledge of performance metrics
Good PC skills, especially MS Excel
Excellent communication and leadership skills
Organizational and time-management skills
Decision-making skills
Strong ownership skills
Multi-Tasking
Qualifications:
Essential:
Graduation in any stream
Desirable:
Prior 12 to 24 months experience of Quality Manage in in Customer Service & Operations. Preferably, in ANZ Utilities Industry
Prior experience in service industry for more than 3 years
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Quality Manager:
Job Description
Leading the service delivery teams, managing conflicts, and ensuring individual team's processes and tasks are carried out efficiently.
Respond to customer service issues in a timely manner.
Create effective process procedures, policies, and standards.
Develop customer experience enhancement goals and coordinate with the team to meet them on a steady basis
Maintaining positive relationships with customers
Identifying customer needs and overseeing service delivery within the business context
Determining ways to improve service efficiency without sacrificing customer experience.
Assess service statistics and prepare detailed reports on your findings.
Remaining organized and meeting deadlines
Building partnerships and liaising with team leaders to meet client KPIs and solutions for issues that may arise
Maintain accurate records and document all customer service activities and discussions
Hire new agents
Stay informed on the latest industry techniques and methods
Person Specification:
Competencies/Skills:
Experience in customer service, leadership.
Experienced in client management
Good computer skills and the ability to use business support software.
Strong customer service, project management, and quality control skills.
Good resource planning skills.
Excellent leadership and customer service skills.
Strong teamwork skills and attention to detail
Qualifications:
Essential:
Graduation in any stream
Desirable:
Should have prior experience with the Utility domain
Should have prior experience in service industry
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Mandatory Requirements (How to generate your EP ID):
EP ID is mandatory for eligibility of the interview. Follow the below steps to register and mention the EP ID on your resume.
· Step 1: Visit
· Step 2: Click to login.
· Step 3: Click New user (Register with us).
· Step 4: Select "BPO" in areas of interest and complete the registration (Fill the details).
· Step 5: Once completed, your EP ID would be generated which starts from EP2024CNXXXX.
· Step 6: You will receive the EP ID on your personal e-mail ID.
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About TCS:
A global IT and business solutions leader, TCS has an employee strength of 614K with offices in 55 countries, a footprint on 6 continents and a revenue of USD 27.9 billion (2022-23). TCS offers services across varied domains such as Aerospace | BFS | Insurance & Healthcare | Life Sciences | Manufacturing | Energy & Resource Utilities | Government | Hi Tech | Media & Information Services | Telecom | Travel & Transportation and Hospitality | Retail & CPG and Horizontals such as F&A, SCM, CIM and HRO.
TCS is one of the country's largest equal opportunity employers with more than one-lakh female associates and is a continuously ranked a leader in the 'India's Most Respected Companies' survey
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