Quality Analyst
- CIMET
- 1 - 6 years
- Jaipur
- 5 months ago
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Job Description
Role & responsibilities
The QA will monitor inbound and outbound call and emails responses to assess
associates' demeanor, technical accuracy, customer service performance, and
conformity to company policies and procedures.
Conduct mock calls to associate and check their work on-call and ask some productrelated questions and analyse them.
Uses quality monitoring data management system to compile and track performance
at team and individual level.
Participates in customer and client listening programs to identify customer needs and
expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyses internal and external quality reports for management staff
review
Preferred candidate profile
Must have good English listening skills, excellent verbal, written, and interpersonal
communication skills.
Must have Basic Computer knowledge and be proficient with MS Office (intermediate
Word, basic excel)
Must be comfortable with early morning shifts. Solid time management skills
Minimum higher secondary education required, bachelor's degree a plus
Coordinate and report to the management.
Outstanding customer service skills and dedication to providing exceptional customer
care.
Exceptional listening and analytical skills, creative ability, and writing proficiency.
Focus on quality and customer service. Develop and maintain Quality assurance
procedures and documentation.
Must adapt well to change and successfully set and adjust priorities as needed
Must be a self-motivator and self-starter.
Ability to multitask and successfully operate in a fast-paced, team environment.
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: CIMETLocation(s): Jaipur
Keyskills: Quality Audit Call Monitoring Call Quality Call Audit Quality Check QC Tools Quality Assurance
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CIMET
The company is in Manufacturing of Investment Castings For various Fields like Automobile,Valves, Engineering parts etc.
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