Quality Analyst

2 days ago

Jaipur, Rajasthan, India CIMET Full time

Role & responsibilities

The QA will monitor inbound and outbound call and emails responses to assess

associates' demeanor, technical accuracy, customer service performance, and

conformity to company policies and procedures.

• Conduct mock calls to associate and check their work on-call and ask some productrelated questions and analyse them.

• Uses quality monitoring data management system to compile and track performance

at team and individual level.

• Participates in customer and client listening programs to identify customer needs and

expectations.

• Provides actionable data to various internal support groups as needed.

• Coordinates and facilitates call calibration sessions for call center staff.

• Provides feedback to call center team leaders and managers.

• Prepares and analyses internal and external quality reports for management staff

review

Preferred candidate profile

Must have good English listening skills, excellent verbal, written, and interpersonal

communication skills.

• Must have Basic Computer knowledge and be proficient with MS Office (intermediate

Word, basic excel)

• Must be comfortable with early morning shifts. Solid time management skills

• Minimum higher secondary education required, bachelor's degree a plus

• Coordinate and report to the management.

• Outstanding customer service skills and dedication to providing exceptional customer

care.

• Exceptional listening and analytical skills, creative ability, and writing proficiency.

• Focus on quality and customer service. Develop and maintain Quality assurance

procedures and documentation.

• Must adapt well to change and successfully set and adjust priorities as needed

• Must be a self-motivator and self-starter.

• Ability to multitask and successfully operate in a fast-paced, team environment.

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