Customer Service Domestic Quality Analyst-BPS
- Hexaware Technologies
- 0 - 3 years
- Noida, Gurugram
- 3 months ago
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Job Description
Active Listening, computer basic knowledge, Domain expertise, Escalation Management, Multitask Handling, Process Understanding and Improvement, Quality Assurance and Control, Team Management, Typing skills 25 WPM with 90 Percent Accuracy
Hiring for the role of Customer Service Domestic Quality Analyst-BPS!
Responsibilities of the Candidate:
- Provide active feedback to agents through calls and ID generation to ensure continuous quality improvement and adherence to standards.
- Generate audit reports and analyze results to identify areas for process enhancement and agent performance improvement.
- Implement and maintain quality monitoring standards, ensuring they are adhered to by the team to achieve consistent quality output.
- Monitor ID movements and follow-up actions, taking corrective measures where necessary to improve process efficiency and effectiveness.
- Participate actively in huddle sessions, providing valuable insights into error trends, process updates, and technical challenges to the team.
- Utilize feedback and coaching techniques to guide agents toward improved performance and process understanding.
- Apply quality tools such as Lean, Kaizen, and Six Sigma to drive process improvements and operational excellence.
- Maintain an understanding of customer centricity and process dynamics to ensure alignment with organizational goals and customer expectations.
Requirements:
- Experience in delivering training sessions to enhance team skills and knowledge in quality assurance processes.
- Ability to analyze complex data sets and present findings to stakeholders for informed decision-making. Criteria:
- Proficient in using quality tools such as Lean, Kaizen, and Six Sigma
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: Hexaware TechnologiesLocation(s): Noida, Gurugram
Keyskills: team management customer service customer care customer support escalation management operations management project management customer relationship technical support process management team leading bpo operations customer handling sla management
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