Quality Analyst, International Voice Process

1 week ago

Hyderabad, Telangana, India IntouchCX Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Role & responsibilities:

Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed

Complete Quality Assurance and coaching session reports on a weekly basis

Attend and participate in meetings with supervisors and managers to review monitoring lists

Attend and participate in partner and internal calibration meetings

Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers

Report scripting problems or questions from callers to appropriate departments

Distribute partner and company related correspondence to all CSRs/Tier 2 team members

Perform other duties as assigned

As Quality Assurance Analyst, You Should Have

High school diploma or equivalent (required)

1 year of front-line International Voice experience (required)

1-2 years of Quality Assurance experience (preferred)

Intermediate knowledge of MS Excel, MS Word and MS Office (required)

Ability to type 30 wpm minimum with accuracy

Strong verbal and written communication skills, including spelling and grammar

Excellent organizational and time management skills

Ability to make fair and consistent judgments and decisions

Ability to multi-task under high-pressure situations

Ability to solve problems and offer suggestions in a positive and developmental manner

Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls

Ability to perform basic mathematical functions to ensure scoring accuracy

Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Ability to work a variety of shifts including days, afternoons, evenings and holidays

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