QA/qc Cosmetology

1 day ago

Haryana, India Arrow Jobs Placement Full time

We are looking for QA/QC person to perform and coordinate Quality Analytical duties for the call center team within the organization. The QA/QC responsibilities include Monitoring the quality of calls, coaching & feedback, process improvement, compliance monitoring, reporting & analysis, and training & development of calling team.

QA/QC person should have a solid working knowledge of monitoring call quality & provide the feedback and training to the team accordingly.

QA/QC should also possess strong Excel skills, be detail-oriented, highly organized, and able to work with little to no supervision and perform under pressure.

**Responsibilties**:

- **Call quality monitoring**: Monitoring and evaluating calls to ensure that agents are providing high-quality customer service and adhering to company policies and procedures.
- **Coaching and feedback**: Providing regular coaching and feedback to agents based on the results of call monitoring and other performance metrics, such as customer satisfaction ratings and first-call resolution rates.
- **Process improvement**: Identifying areas for process improvement, such as changes to scripts, call handling procedures, or training programs, and implementing solutions to address these areas.
- **Compliance monitoring**: Ensuring that agents are adhering to relevant regulations and compliance requirements, such as data protection laws or industry-specific regulations.
- **Reporting and analysis**: Collecting and analyzing data related to call centre performance and using this information to generate reports and recommendations for improvements.
- **Training and development**: Developing and delivering training programs to agents to enhance their skills and knowledge related to customer service, call handling, and technical skills.
- **Stakeholder management**: Building and maintaining strong relationships with stakeholders, such as call center managers, agents, and customers, to ensure that the QA program is meeting their needs and expectations.

**Qualification & Skills**:

- Bachelor's degree required.
- 3+ years of experience in Quality Assurance of calls.
- Strong analysis skills.
- Strong communication skills, both written and verbal.
- Strong organizational and stress management skills.
- Proficiency in Microsoft Office, particularly with Excel.
- Ability to train and manage staff.
- Ability to work with little to no supervision.

**Salary-20000/- to 25000/-**
**Timings-9.45am to 6pm**

**Location: Ambala, Haryana**

**Job Types**: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Schedule:

- Day shift

**Education**:

- Bachelor's (required)

**Experience**:

- total work: 3 years (required)

Work Location: In person

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