DG-Senior Associate - QA Analyst
- Genpact India
- 5 to 10 Yrs
- Hyderabad
- 4 years ago
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Job Description
Senior Associate, QA Analyst
In this role, you will work extensively with functional leaders, service line and support functions to maintain production and quality of the highest standard.
Responsibilities
Provide actionable and valuable information for TL coaching, feedback sessions and key insights for training prioritization and curriculum development
Weekly auditing of agent cases and identifying agent level issues and trends
Management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA s, coaching, appraisals,
Clearly demonstrated passion for ensuring the success of Client s culture of excellence and commitment to quality and customer service
Complete projects using Excel.
Qualifications we seek in you
Minimum qualifications
Experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high-quality service.
Fluent in each of the language(s) in which the Services are provided. Fluency in English is mandatory
Experience handling customers within service/technical fields within Call center environment
Expert familiarity with and quality review in all departments
Able to adapt quickly to changes in workflow
Excellent written, verbal, and customer service skills
Mastery of all customer-communication
Comfortable communicating with all levels of management
Excellent organizational skills and detail-oriented approach to problem solving
Demonstrated proficiency in multi-tasking and prioritization
Project management experience to include an understanding of business process improvement method
Understand departmental policies and procedures
Preferred qualifications
Excellent problem-solving and decision-making abilities
Ability to use and interpret data and queries as part of the decision-making process
What can we offer
Attractive salary;
Work in a multicultural environment;
Various trainings (initiating, soft skills);
Possibility of development
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Quality (QA-QC)Functional Area: Not ApplicableRole/Responsibilies: DG-Senior Associate - QA AnalystContact Details:
Company: Genpact IndiaLocation(s): Hyderabad
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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