Quality Analyst - Voice process - blended
- Hexaware Technologies
- 1 - 4 years
- Mumbai
- 3 years ago
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Job Description
Roles and Responsibilities
- Perform day to day transactional monitoring as per the defined format and sampling
- Calibrate with Global customer and circulate learning to the Agents/floor.
- Provide detailed feedback on transaction handling process as well as softer aspects of the behaviour.
- Document and provide feedback to Agents.
- Report quality trends and variances to management center.
- Update the findings on the CRM defined by Client
- Ad hoc one-on-one coaching of Agents.
- Must be self-driven and should be willing to take ownership.
- Exceptional time management skills, listening and analytical skills,
- Must be able to effectively deal with people at all levels inside and outside of the Company;
- Develop training material for knowledge cascade in line with requirement of Client
- Train Agents on the process and conduct process tests
- Conduct training programs, transfer information in a simple and effective manner with clear and concise communication.
- Conduct process refreshers trainings.
- Document/augment statements of purpose (SOPs) as and when acquired.
- Train the Agents effectively and professionally to meet the training objectives (both Soft Skills and Product).
- Ensure smooth transition and ramp-up of the NHT and reduction in NHT ramp-up time with each batch trained.
- Constantly update training modules.
- Proactively suggest ways of improving processes and customer service tools.
- Understand and correctly use training tools and techniques.
- Take ownership of NHT performance on Customer metrics as per floor requirements during first four (4) weeks of disbanding into production teams
Desired Candidate Profile
- 1-3 years of QA experience in BPO
- Any Graduate or equivalent with proficiency in English
- Excellent verbal, written and interpersonal communication skills;
Shift timing: Rotational shift, including night shift
Job Location - Mahape - Navi Mumbai
Immediate joiner
Work from office
Interested candidate, email their update resume at ka********l@he*****e.com
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Training
Role: Training
Employement Type: Freshers
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Any Doctorate in Any Specialization
Contact Details:
Company: HEXAWARE TECHNOLOGIES LIMITEDAddress: Loma IT Park Developers Pvt. Ltd,Ground Floor of I, ncubation Center,Plot No. G4/1,TTC Industrial Area, , Thane Belapur Road,Ghansoli, Navi Mumbai, NAVI MUMBAI, Maharashtra, India
Location(s): Mumbai
Keyskills: BPO Blended Process Clearing QA Communication Skills Customer Service Feedback Voice Process Management Skills CRM
Hexaware Technologies
Hexaware BPS is a unit of Hexaware Technologies Ltd. We are currently staffed at 2000+ people across Navi Mumbai (Mahape) Chennai, Nagpur and US. Ranked 15th in the NASSCOM Top 20 IT Software & Services Exporters from India, we also rank among the Top 20 Best IT employers in India by DQ-IDC fo...
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