Walk In Drive @gurugram | Quality Analyst | Telus Digital @ ION

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Walk In Drive @gurugram | Quality Analyst | Telus Digital

ION
1 - 5 years
Noida, Gurugram
5 months ago
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Job Description

Role & Responsibilities

Audit transactions by Customer Service Representatives, Technical Support, and/or Sales based on internal quality assurance and/or external customers to provide an excellent experience
Reporting - Creates & updates Customer Experience reports (e.g., Daily Internal Errors, Scorecard Upload, MIS, 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 interprets 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 behaviors - Investigates customer complaints and/or non-compliance to Customer Experience standards. Recommends corrective actions in accordance with applicable company policies. Issues Incident Reports to the Team Leaders for red flag CSR behaviors and compliance requirements observed during transaction monitoring. Performs further deep dive of other relevant data when necessary.
Conducts calibration session with Operation Team

Preferred Candidate Profile

Qualification : Graduate, Post Graduates can apply (undergraduates are not eligible)
Minimum 2 Years of experience as Quality Analyst from International Voice Process
Excellent communication in English.
Should be willing to work in shifting schedules
Excellent written and oral communication
Excellent problem-solving and analytics skills
Seek appropriate guidance and advice to deliver quality outcomes. Works under limited supervision.
Excel & G-Sheet knowledge (Desirable)
Excellent verbal and written communication
Must have ability to work under pressure

Perks and Benefits

Competitive salary & Attaractive Annual Bonus
Medicare Facility(free online consultation with Doc)
Free pick up and drop facility will be provided within 35 Kms range
Medical Insurance
Life Insurance

Job Classification

Industry: BPM / BPO
Functional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success, Service & Operations - Other
Role: Customer Success, Service & Operations - Other
Employement Type: Walk-ins

Contact Details:

Company: TELUS International
Location(s): Noida, Gurugram

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Keyskills: Call Audit Call Center Operations Bpo Operations Call Calibration Quality 7Qc Tools

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Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

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Walk In Drive @gurugram | Quality Analyst | Telus Digital @ ION

Home > Customer Success, Service & Operations - Other