QA- Cx

2 weeks ago

Bengaluru Karnataka, India Epifi Technologies Full time

**What the role will be accountable for**:
- Identifying areas for improvement by testing products, brainstorming testing processes, and implementing testing methods
- Identifying trends and patterns that indicate quality issues or areas for improvement
- Performing regular audits to ensure quality standards are metDefining problems, determining the cause, and identifying solutions
- Providing feedback to ensure the final product meets quality standards
- Improvement in agent quality score and overall agent scoreCSAT for FCR at >=4.5, Non-FCR at >=4.2, excluding risk & policy driven resolutions

**Key Requirements for the Role**:
- Minimum 2 years of experience in the Quality domain, preferably in a FintechTeam Player, will have to work very closely with TLs for training calendar & adherence
- Approaches CX from a customer oriented mindset
- Ability to grasp product related know-how & convert it to training inputs
- Ability to explain answers to doubts using practical examples
- Attention to detail, analytical thinking, strong communication.
- Expertise in quality tools will be an added advantage
- Note: Tools to be handled: Sherlock, Freshdesk, Ozonetel, Guru

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