QA Lead – Speech Analytics

7 hours ago

Gandhinagar, Gujarat, India Etech Global Services Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Work From Office

What We Offer:

  • Transportation allowance
  • Canteen Subsidy
  • Health Insurance
  • Tuition Reimbursement
  • Incentive components campaign wise
  • Work Life Balance Initiatives
  • Rewards & Recognition
  • Internal movement through IJP

What You'll Be Doing:

  • Will initiate launching of audit process for new campaigns as assigned by Project Leader/Account Leader
  • Will interact with Operations to ensure that the expectations in terms of QA support to the campaigns are met
  • Understand the SLA of the campaigns in the terms of QA support and ensure that those are met.
  • Design Audit Forms, get it approved by Ops and Client and place it online in QEval
  • Initiate MI/BI studies as and when required
  • Take initiatives for process improvement
  • Will possess overall knowledge of all the campaigns audited by EI
  • Periodically monitor utilization, audit accuracy etc of the QA team
  • Help in setting up calibrations and provide all assistance to QA Lead Interns/Asst. QA Leads in maintaining a smooth calibration process
  • Maintain minimum 95% schedule adherence of self and the team
  • Will act as role model for Leaders and Team Members of internal and external departments
  • Must be accessible, available and flexible with shift timings
  • Have an open attitude and avoid discounting, dismissing, or minimizing questions
  • Maintain personal and professional boundaries, but avoid being distant or unapproachable
  • Always lead by example
  • Adhere to the policies and procedures of Etech
  • Provide excellence when communicating with customers (internal and external)
  • Be flexible in an environment by championing and embracing change
  • Create a spirit of mutual learning, trust and respect

What We Expect You to Have:

  • Graduate or equivalent experience in BPO call monitoring and auditing
  • Must have minimum 2-3 experience in speech analytics
  • Good technical knowledge needed. Should be aware about API, Metadata, Queries, Python language etc
  • Must have worked as a leader
  • Should be well versed with PPT and Advanced excel.
  • Interpersonal skills & ability to influence
  • Excellent written & verbal Communication skills including client interactions
  • Planning and organisational skills
  • Well organised and structure approach to work Ability to work to deadlines and targets

Job Title

:

QA Lead – Speech Analytics

Department

:

Etech Insights

Location

:

Gandhinagar

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