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19/07 Agnelo Miranda
CEO at Zedass Associates LLP

Views:115 Applications:47 Rec. Actions:Recruiter Actions:10

Quality Assurance Analyst - Customer Service (2-6 yrs)

Bangalore Job Code: 167758

Responsibilities:

- Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of calls and chat process agents who deal with our existing, potential new users.

- The QA will monitor inbound calls, sales calls, and chat responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.

- Assist in developing, creating, and implementing processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall user's experience.

- Participates in the design of call and chat monitoring formats and quality standards. Perform call and chat monitoring and provide trend data to the management.

- Participates in user listening programs to identify customer needs and expectations.

- Provides actionable data to various internal support groups as needed.

- Provides feedback to associates, team leaders, and managers. Prepares and analyzes internal and external quality reports for review.

Requirements:

- 2 to 6 years relevant experience in quality assurance

- Should have Bachelor Degree

- Excellent verbal, written, and interpersonal communication skills

- Must be self-motivator and self-starter

- Exceptional listening and analytical skills

- Solid time management skills

- Must be able to effectively deal with people at all levels inside and outside of the Company

- Creative ability & writing proficiency

- Ability to multitask and successfully operate in a fast-paced, team environment

- Must adapt well to change and successfully set and adjust priorities as needed

- Must be proficient with Microsoft Office (intermediate Word, basic Excel)

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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