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19/07 Agnelo Miranda
CEO at Zedass Associates LLP

Views:68 Applications:29 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)

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