Customer Experience / Quality Analyst - Noida
- Xavient Software
- 1 - 5 years
- Noida, Gurugram
- 4 years ago
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Job Description
Greetings Candidates!
Telus International is hiring for Quality Analyst -
Position Summary:
The Customer Experience Analyst conducts transaction monitoring of frontline agent's calls, e-mails, chat or any back office work and root cause analysis with the aim of helping Contact Center Operations in driving the consistency of quality assurance and excellent customer experience to maintain client confidence and loyalty. Helps Customer Experience Team Lead in business presentations, mentoring, CSR and CE onboarding activities.
Functional Responsibilities:-
- Transaction Monitoring - Monitors and audits transactions performed by CSRs against internal and/or external quality assurance requirements to deliver excellent customer experience. Ensures that transaction monitoring goals requirements are met. This monitoring should lead to relevant findings that will impact business need.
- Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, Verint 11, etc.) for the account by retrieving and updating the respective files and data. Maintains the files updated for accurate analysis and process improvement / innovation.
- Targeted analysis - Reviews, analyzes, and interprests data that affects Customer Experience metrics. Highlights areas for improving immediate necessities, and overall strengths impacting customer experience. Creates effective recommendations to drive account performance.
- Flagging behaviours - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance to applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviours and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
- Calibrations and Call Listening - Prepares in advance to analyze calibration material, and ensures compliance with deadlines. Facilitates and actively participates during discussions to ensure alignment with business, customer experience data, and coaching methodology catering to internal and external customers. Builds a call library that internal or external customer may use for learning sessions, meetings, etc.
- New hire / Nesting support - Complies with specific number of audits established by CE Team Lead to provide immediate findings to Operations and training department. Creates and conducts onboarding activities (orientation, mock calls, demo calls, etc.) to ensure new hires have a clear understanding about TELUS International customer experience standards, as well as client requirements.
- Presentations and meetings - Presents summary of CE performance, findings, recommendations, updates, etc. to internal or external customers through business reviews, huddles, and meetings. Interacts with internal and external customers on program drivers and recommendations for quality improvement.
- Mentoring - Helps CE Team Lead in onboarding new CE Analysts through orientation, job shadowing, training facilitation, etc. Mentors newly onboarded CE Analysts in their daily tasks. Mentors assigned CE analysts outside of onboarding activities and can stand as team POC in the absence of the CE Team Lead.
- Others - Performs tasks assigned by the immediate supervisor to accomplish accounts quality objectives.
Interested candidates can apply or can mail on pr**********r@te***************l.com
Thanks & Regards
Prabhjot
Job Classification
Industry: BPO / Call CentreFunctional Area: Quality Assurance, Role Category: Business Process QualityRole: Business Process QualityEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateContact Details:
Company: Telus International IndiaAddress: 6th Floor,,,,Building No 5 IT ITES SEZ Plot No 20 , 21 Sector135,NOIDA, , NOIDA, Uttar Pradesh, IndiaLocation(s): Noida, Gurugram
Keyskills: Quality Analysis Quality Assurance Quality analyst Root Cause Analysis Quality Improvement Customer Experience Contact Center Operations Back Office Training Facilitation Team Leading Process Improvement
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