Customer Service Quality Assurance

9 hours ago

Kochi Kerala, India Chris Johnson Business IT Solutions Full time

Responsible for calibrating and supporting quality standards.
- Ensure that quality and customer satisfaction goals are met or addressed in a timely manner.
- Monitor quality and accuracy attributes; recommend solutions to address root cause.
- Assist in the customization of quality review guidelines and the creation of plans to achieve quality and customer satisfaction goals.
- Provide recommendations on improving the quality process to achieve goals and objectives.
- Daily reports on quality audit should be shared with the management
- Telecom experience and knowledge in CRM are advantageous.
- Bachelor's degree from any stream.
- Minimum of two years' experience as a quality analyst.
- Uses a quality monitoring data management system to compile and track performance at the team and individual levels.
- A fast learner who can work with set targets.
- Strong customer service and interpersonal skills. Good verbal and written communication skills. Research, analytical and problem-solving skills, and having good knowledge of Excel.
- Knowledge and effective use of quality management processes and tools. Ability to work well independently or within a team.

Pay: From ₹25,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Morning shift
- Rotational shift

Supplemental pay types:

- Yearly bonus

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer service: 2 years (preferred)
- International voice process: 2 years (preferred)
- chat support: 2 years (preferred)
- Quality assurance: 2 years (preferred)
- Call auditing: 2 years (preferred)

Work Location: In person

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