Job Description
IGT Solutions, hiring for Quality Analyst.
Interested candidates are requested to please come down for face to face meeting as per details mentioned below may contact at va********a@ig*********s.com or contact at 9910664***
Job Location- Pune (Viman Nagar)
Job Type- Permanent
Shifts- 24X7, 6 Days working
Process Type- E-commerce(Voice customer service)
Transportation- Available (as per the locality)
Job Responsibilities:
Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feeback&Coaching, Call Monitoring experience. CSAT, NPS and AHT.
Able to effectively meet contractual SLAs pertaining quality audit targets
Deliver feedback on all audited transactions within the specified timelines
Conduct Team briefings on performance, qualitative inputs, process updates, top errors identified through monitoring, Q&A
Lead Calibration & call listening sessions with cross function teams to ensure quality standards are maintained
Perform regular hygiene checks to ensure specific abnormalities are highlighted to the internal team/s
Ability to coach at an agent level & review performance on the end metric - CCR, C-SAT
Visual Management - Team wise daily and MTD scores on Quality, CSAT, CCR To help in identifying gaps in the Process or Technology & make recommendations to streamline the same.
Knowledge, Skills, Other Abilities:
Excellent oral, written and interpersonal communication skills
Exceptional listening and analytical skills
Excellent command on MS Excel/Advance Excel.
Job Classification
Industry: BPO, Call Centre, ITeS
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Quality
Role: Quality
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any Specialization
Post Graduation: Any Postgraduate in Any Specialization
Doctorate: Any Doctorate in Any Specialization
Contact Details:
Company: IGT Solutions
Address: IGT Solutions Pvt. Ltd., Mantri Business Park, WING A, Ground Floor,, Nagar Road Pune - 411014, PUNE, Maharashtra, India
Location(s): Pune
Keyskills:
BPO
Customer Service
Pareto Analysis
AHT
Customer Satisfaction Index
NPS
QA
Call Monitoring
Feedback
Quality Analysis
fishbone
CSAT
Quality Assurance