FEMALE QUALITY ANALYST LEADING,Mumbai, Maharashtra, India

Mumbai, Maharashtra

1+ years experience

Call / Whatsapp on 9819-698-507 and share updated CV on shweta.bandekar@amora55.in

Job Description - Quality Analyst / Auditor ( only female)

Duties and Responsibilities :

To be operationally excellent at capturing, measuring and reporting our call center performance at good value and to benchmark, track, evaluate, improve and award call center first call resolution, quality assurance, employee and customer satisfaction performance.

Delivery quality is the benchmark that we adopt throughout our company. We have a set program for the systematic monitoring and evaluation of services to ensure that the set standards of quality are met. The two key principles are

Fit for purpose: The service should be suitable for the intended purpose

Right first time: Mistakes should be eliminated

The quality team reports directly to the Managing Director of the company. The quality team has a set program which is developed on the type of service being given and the needs of the process. In generic terms, the following items are evaluated in quality

Call Quality:

Opening the call- Introduction of the company and the objective of the call to the customer

Body - Complete and accurate information to be imparted, Accurate receipt of feedback fatal error check, Ensuring non usage of slang, rude or abusive language.

Closing the call - Exit from the call with complete focus on tele etiquettes. Documentation: Tagging of the call, 100% information capture

Reports: Detailed periodic reporting, Validation of reports, periodic checking of reports and value addition to the process

These information and reports are shared periodically with the client. The sample for call quality monitoring is done by live barge-in of calls, retrieving recorded calls and checking the documentation. About 4-7 calls of each executive are checked on a weekly basis.

Required Qualifications:

Experience: He/ She will posses (1) year experience in a call center position or have equivalent work experience. Supervisory experience is preferred.

Education: Will be a graduate from any stream.

Language: He/ She will have ability to read, write and speak in English and one regional language

Skills: Must have excellent leadership, interpersonal, organizational, and telephone etiquette skills.

Communication: He/ She will have strong workflow and communication skills (both written and oral).

Will be able to communicate and cooperate with fellow employees, supervisors and Management.

Will be available to work seven days a week and overtime, including holidays as needed.

Will be available to back up other Shift Supervisors on other shifts, as needed.

Will have a good prior work related reference.

Will have computer skills in word processing and spreadsheets.

Salary : Upto Rs, 22,000 take home.

Week off : 1 day in a week. Purely Day shift