Associate

6 days ago

Pune, India TIAA Full time

Quality Assurance Associate

The Quality Assurance Analyst job assesses the quality of the performance of the call center that deals with existing and potential customers. Under moderate supervision, this job reviews call center performance and customer information management practices versus established benchmarks to ensure customers are receiving quality customer service.

Key Responsibilities and Duties
- Analyzes call response times, customer hang ups, and agent contacts to ensure quality customer service and compliance with call center standards and procedures.
- Prepares processes for a substantial amount of call recordings as well as performing quality checks on all written and electronic correspondence.
- Reviews customer information management systems and processes across all channels to ensure customer data integrity and privacy.
- Hands out customer satisfaction surveys and participates in customer focus groups to identify and analyze service quality issues.
- Researches evidence to back up recommendations regarding tools, techniques or processes that will enhance service quality.
- Prepares reports and feedback on quality findings for distribution to supervisors and team leaders.
- Seeks advice from senior management regarding challenging technical call center quality checks and other problems that require a deeper understanding.

Educational Requirements
- University (Degree) Preferred

Work Experience
- 2+ Years Required; 3+ Years Preferred

Physical Requirements
- Physical Requirements: Sedentary Work

Career Level

6IC
- __________________________________________________

Company Overview

TIAA GBS India was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA GBS India is focused on building a scalable and sustainable organization, with a focus on technology, operations and expanding into the shared services business space.

Working closely with our U.S. colleagues and other partners, our goal is to reduce risk, improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Accessibility Support

Phone: (800) 842-2755

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