Quality Analyst - Voice Process

11

Applications

Vijayawada
Full-Time
Junior (1 to 3 years)
20K - 25K (Per Year)
Posted on Apr 07 2022

About the Job

Skills

Job description

  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to the management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Design call 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.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Perform other duties as assigned.
  • Manage overall training requirements. Roll out new hire induction.
  • Ensure effective knowledge sharing and sign off/approval processes are in place.
  • Develop materials according to process standards
  • Evaluate and revisit training materials to ensure relevance and content is up to date
  • Creates process knowledge test, track and monitor learning improvements
  • Deploy process changes, updates, and workflow improvements.
  • Provides classroom training, fulfil refresher trainings, and upskilling
  • Ensures training performance are tracked and delivered based on requirements
  • Monitor course assessments and manage employees during in process training

**NIGHT SHIFT

**WORK FROM OFFICE

About the company

The path chosen for delivery of the value proposition is IT consulting and implementation of end to end information technology based solutions through cost-savings, quality service, and enabling optimal utilization of internal resources.

Industry

IT Services and IT Consul...

Company Size

51-200 Employees

Headquarter

Vijayawada

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