Support Services Quality Assurance

2 weeks ago

Gurugram Haryana, India arihat hiring private limited Full time

**Responsibilities**
- Define issues, determine root cause and provide effective solutions.
- Determine controls that eliminate quality escapes.
- Act as a focal point for improvements and advocate Customer Service Excellence.
- To prepare TNA and conduct training on soft skills and technical aspects.
- Utilize audit skills to verify compliance and effectiveness of established processes.
- Provide recommendations for improvement to meet SLAs and assist with processes to ensure contractual obligations are met.
- Ensure established guidelines are followed in order to provide quality service both internally and externally.
- Anticipate risk and issues, ensure appropriate action is taken to mitigate/resolve them.
- Ensure sufficient recovery mechanisms and emergency preplans are maintained and available when needed.
- Assist in the maintenance of KVIs and KPIs in accordance to individual and departmental performance requirements.
- Communicate effectively with all levels of the Support Center; verbally and written.
- Creation of monthly (or as required) reports on service results along with an analysis identifying chronic problem areas.
- Maintain an awareness of new products and initiatives.
- Must achieve monthly KPIs set by management

**QUALIFICATIONS**
- 1+ years’ experience in QA position for Call centers
- Proficient with the use of Microsoft Office.
- Knowledge of various Operating Systems (Windows, Linux, MAC).
- Capable of effectively coaching, mentoring and reviewing results with employees in all Call Center locations.

Exceptional organizational skills, and the ability to multitask with attention to detail

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

Pay: ₹1,500,000.00 - ₹2,500,000.00 per year

**Benefits**:

- Provident Fund

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 4 years (required)

Work Location: In person

**Speak with the employer**
+91 6369487633

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