Quality Analyst
- IntouchCX
- 1 - 4 years
- Hyderabad
- 5 hours ago
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Job Description
About the Job
Were changing the way people think about customer service, and we need your help!
Were looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.
As Quality Assurance Analyst, You Will
- Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
- Complete Quality Assurance and coaching session reports on a weekly basis
- Provide floor support, which can include actively taking phone calls
- Attend and participate in meetings with supervisors and managers to review monitoring lists
- Attend and participate in partner and internal calibration meetings
- Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
- Report scripting problems or questions from callers to appropriate departments
- Distribute partner and company related correspondence to all CSRs/Tier 2 team members
- Perform other duties as assigned
As Quality Assurance Analyst, You Have
- Any Graduation (required)
- 1 year of front-line contact center experience (preferred)
- 1-2 years of Quality Assurance experience (preferred)
- Intermediate knowledge of MS Excel, MS Word and MS Office (required)
- Ability to type 30 wpm minimum with accuracy
- Strong verbal and written communication skills, including spelling and grammar
- Excellent organizational and time management skills.
- Ability to make fair and consistent judgments and decisions.
- Ability to multi-task under high-pressure situations.
- Ability to solve problems and offer suggestions in a positive and developmental manner.
- Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls.
- Ability to perform basic mathematical functions to ensure scoring accuracy.
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.
- Availability to work a variety of shifts including early mornings, afternoons, evenings and holidays is required.
Ready to take your QA career to the next level? Dont miss this opportunity!
Drop your updated resume at ch**************i@in******x.com or call/WhatsApp 7386613*** now.
Immediate joiners preferred!
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: QA Analysis Quality Assurance International Voice Process Quality Audit QA Analyst Quality Management call quality analyst
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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