Quality Control Executive

3 days ago

Gurgaon, Haryana, India Honasa Consumer Ltd. Full time ₹ 5,00,000 - ₹ 12,00,000 per year

Responsibilities:


• High-performance delivery on all quality parameters


• Audit the customer contacts (through any channel) on Product/process, Communication, and soft skills parameters.


• Conduct audits and feedback for the targeted agents with the objective of improving scores for training throughput or conversion.


• Data analysis and making designated reports/decks.


• Participate in calibrations to ensure consistent scoring & feedback delivery approach.


• Communicate to heighten awareness and focus on the importance of positive customer experience.


• Special audits to make recommendations and drive process improvement.


• Help and enhance product/process knowledge of new joiners.


• Prepare Training Need Analysis, publish and execute for 100% closure.

Required Candidate profile.


• The candidate must have a minimum of 12 months experience in conducting audits.


• Prior exp in handling Quality for Voice/Chat/ Email process. Candidate having experience in multiple domains are preferred.


• Must understand Audit & Coaching process.


• Excellent verbal written and comprehension skills.


• Technical knowledge of English communication sentence construction, grammar, punctuation etc.


• Effective Presentation, Feedback & Coaching skills


• Hands on experience on MS-Office; preferably on MS-Excel and Power Point


• Ability to handle/analyses data to generate Quantitative and Qualitative analysis.


• Candidates willing to be physically present in office are required.


• Tool knowledge: Freshdesk, Limechat. Shiprocket, Shopify

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