Quality Lead
- RDP Workstations
- 2 to 5 Yrs
- Hyderabad
- 3 years ago
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Job Description
Special Note: Job Application will be considered ONLY if applied through the below Link:
https://rdp.in/jobs/detail/help-desk-quality-lead-318
- Auditing calls and the responses provided by the agents and to evaluate the customer experience.
- Abide by all Helpdesk policies and processes, including but not limited to code of conduct, attendance, and floor discipline.
- Coach Technical Support Executives on evaluation trends to improve their technical capabilities
- Help technical support executives to understand appropriate troubleshooting approaches.
- Adherence to QA guidelines & Deadlines and prepare reports to communicate the outcome of quality activities.
- Support management focuses on review of key drivers, metrics and operational processes that drive KPI results.
- Unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.
- Identify areas of improvement in associate performance through trending and analysis.
- Monitor calls to ensure Client and company standards are maintained.
- Publishing Quality reports/Dashboard (Daily/Weekly/Monthly)
Top 10 Requirements2-3 years of experience preferably as Voice Process Audit Quality Analyst.
- Have experience of team handling of minimum 15 team members.
- Strong troubleshooting knowledge on both hardware & Software areas.
- Should possess good analytical knowledge.
- Should have good communication skills-English and Hindi
- Should Understand Quality Metrics and be able to perform audits and Provide analysis
- Understanding of operations reports & MIS.
- Should have working knowledge on the Ticketing Tool System.
- Should Adherence to QA guidelines & Deadlines and prepare reports to communicate outcome of quality activities
- Immediate Joiners are preferred.
Special Note: Job Application will be considered ONLY if applied through the below Link:
https://rdp.in/jobs/detail/help-desk-quality-lead-318
Benefits / Compensation:Salary - Best in the Industry.
- Incentive - Best in the Industry.
- Medical Policy for the Candidate Family.
- Career Growth.
Special Note: Job Application will be considered ONLY if applied through the below Link:
https://rdp.in/jobs/detail/help-desk-quality-lead-318
Employement Category:
Employement Type: Full timeIndustry: IT - Hardware / Networking Role Category: Customer Service (Domestic) Functional Area: Not ApplicableRole/Responsibilies: Quality LeadContact Details:
Company: RDP WorkstationsLocation(s): Hyderabad
Keyskills: quality assurance call audit call monitoring
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