Quality auditor
3 weeks ago
About ALLEN Allen is known for fostering academic brilliance with its unwavering commitment to rigorous standards, innovative teaching methodologies, and a nurturing learning environment.
Building on ALLEN Career’s three decades of success, Allen Digital is where innovation meets tradition.
We've embarked on a journey of expansion through our partnership with Bodhi Tree Systems renowned for its tech-first brands, and backed by Marigold Park Investors, led by industry pioneers James Murdoch and Uday Shankar.
We aim to revolutionize education by consistently pushing boundaries, embracing cutting-edge technologies and cultivating a culture of intellectual curiosity that breaks the limitations of a one-size-fits-all approach.
Dedicated to empowering minds through personalized 1:1 learning, catering to individual needs and unlocking maximum potential of every student with the help of cutting edge AI integration, we're reshaping education to make quality education accessible to all.
Join us on this journey to transform education at a time when tradition and technology collide to empower the coming generation.
Roles & Responsibilities : The Quality Auditor is responsible for assessing the quality of the performance of Allen’s Sales advisors who deal with existing and potential customers.
The QA will monitor inbound and outbound calls, emails, chat responses to assess communication and technical accuracy.
The Quality auditor will provide actionable data & insights to various internal support groups as needed.
Roles & Responsibilities: Review advisors’ conversations across all contact touchpoints to measure teams’ performance and track Sales Interaction quality Contribute to call calibration sessions to evaluate advisor performance.
Identify lapses in advisors’ performance and provide constructive feedback for improvement.
Engage in customer listening to identify customer needs, pain points and expectations.
Drive the implementation of improved customer engagement, process efficiency and sales improvement strategies to increase advisors’ productivity.
Serve as an intermediary for escalations from advisors and customers.
Desired Skills and Experience: · Education: Any Graduate/ Postgraduate · Have a minimum of 2 years of hands-on experience working in voice & non-voice quality analysis or related roles.
· Be tech-savvy and competent in Microsoft Office Suite and Google Workspace.
· Knowledge and experience tracking key customer service QA metrics.
· Have report writing, data visualization, and presentation skills.
· Excellent verbal and written communication skills.
· Active Listener · Knowledge of 7 QC tools
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