Quality Auditor-voice Process

1 week ago

Hyderabad, India RDP Workstations Full time

Desired Experience in Years
:
1-2

Number of Openings
:
0

Location/s
:
Hyderabad

The Quality Auditor for voice process participates in a supportive role by acting as a liaison between customer and support departments within the organization, to ensure that all tickets are resolved as per ITIL Protocol. Evaluate & audit conversations of the technical support Engineers as per pre-defined guidelines ensuring zero quality variance while maintaining productivity parameters.

**Responsibilities**:
1. Audit inbound and outbound calls of each customer support team member as per ITIL Protocol.
2. Daily reviewing of raised customer support tickets.
4.Identifying the Red flags/area of improvement from support teams and prepare daily reports.
5.Documenting the FAQs and doing the need analysis.
6.Ensure that customer expectations are met during the troubleshooting process as per Inetrnational BPO standards.
7.Abide by all computer hardware troubleshooting processes to perform call audit.
8. Monitor calls to ensure Client and company standards are maintained.
9.Understand and follow the Customer Satisfaction (CSAT), Customer Effort Score (CES) & Net Promoter Score (NPS) methodology
10. Publishing Quality Audit reports/Dashboard (Daily/Weekly/Monthly).

**Requirements**:
1. 1-2 years of experience preferably as Voice Process Quality Audit Analyst.
2. Bachelor’s degree with ITIL certified v3 or 4 is Preferred.
3. Good troubleshooting knowledge on both hardware & Software areas.
4.Should have good communication skills-English and Hindi.
5.Should have working knowledge on the Ticketing Tool System.
6.Experience in working with technical support environment.
7.Strong analytical ability and Listening skill
8.Should Understand Quality Metrics and be able to perform audits
9.Knowledge of 7 QC tools.
10.Immediate Joiners are preferred.

Benefits/ Compensation

Salary - Best in the Industry.

Incentive - Best in the Industry.

Career Growth.

Company Mission

Current India is walking towards Atmanirbhar Bharat, and the Government of India has taken a huge initiative at the policy-making level to make it happen by releasing the Vision Document on Electronics Manufacturing Roadmap to make India a powerhouse to reach USD 300Bn in electronics manufacturing by 2026 from a current USD 75Bn.
Make in India (MII) is one such subset Initiative where the Government of India has asked all Government Departments (55,000 in GeM) to buy only Make In India IT Hardware products (where local content is 51% or Class 1 Supplier) this has opened the doors for many Indian brands like RDP to take part in nations mission by manufacturing most affordable high quality make in India IT Hardware products from India to the World by becoming Local Champions.
PLI (Production Linked Incentives) is also a special incentive by the Government of India to local manufacturers to be competitive in the global markets.

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