Quality Assurance Analyst

4 months ago

Pune, India VikingCloud Full time

Description

Quality Assurance Analyst About VikingCloud VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions – faster. Powered by the Asgard Platform, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over6+ billion online events every day.VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expertadvisors understand that it’s not just about technology. It’s about transacting business and delivering an exceptional customer experience every day, without fail. That’s the measurable value we deliver. And that’s what we call , Business Uninterrupted. Responsibilities ·Call monitoring/evaluations- listening to live calls with a goal of improving customer interactions​·Chat monitoring/evaluations​·Attending/hosting Call calibration sessions​·Adhering to volume of Calls/chats to be monitored set out by the Call Quality Team Manager in a timely manner​·Delivering Feedback to agents​·Working with Learning and Development and CSAT to share trends and assist with rollout of training collateral ​·Keeping up to date with PCI DSS and Sales process and policies ​·Reporting weekly, monthly quarterly, mid-yearly depending on the presentation required​·Assisting multiple teams and channels achieve SLAs and KPIs where possible​·Working closely with Team Managers to ensure a closed loop of feedback/performance plans can be upheld  Qualifications ·Excellent organizational skills and ability to multi task. ·Excellent attention to details and continuous improvement mindset ·Excellent interpersonal and communication skills (be confident in both spoken and written communication) ·Flexibility – be able to adapt to varying and changing demands ·IT proficiency – experience in working with MS Office Applications (. Outlook, Excel, Word and PowerPoint). ·Initiative & Team Player – Energetic self-starter with a positive attitude and excel in customer service skills We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, genderidentity, political affiliation or opinion, medical condition, status as a veteran, and/or any otherfederal, state, or local protected class.

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