Quality Analyst - International Voice

About the Company

We are looking for dynamic and out of the box thinking professionals having good exposure and proven record of accomplishments as Quality Analyst with at least 1+ years of experience in the International Process.

About the Role

As QA, your KRAs will include but not limited to:

Responsibilities

• To audit calls and to share feedback/reports to Manager.
• Creating Reports on Agents areas of improvements.
• Case investigation/escalation management.
• To be an active part of process updates/changes.
• Measures employee performance via recorded monitoring (Call, chat, email audits).
• Measures process performance via data (data audit).
• Analyzes performance trend from audit data.
• Ability to handle multiple tasks at a time.
• Works with manager CCQ on employee coaching & development to enhance or correct the behaviors that lead to excellent customer service including process improvements.
• Responsible for timely closure of audit targets & reports.
• Works on a variety of assigned special projects & reports.
• Ability to plan & prioritize work.
• Must be effective and efficient working in a team environment.
• Adherence to company policies.

Qualifications

• UG: Any Graduate - Any Specialization.
• PG: Any Postgraduate - Any Specialization.
• Strong communication skills (written & verbal).

Required Skills

• Excellent verbal and written communication skills.
• Training & Coaching skills.
• Active Listening Skills.
• Patient & Enthusiastic.
• Confident in producing quality reports.
• Assists team members when needed to accomplish team goals.
• Able to multitask, prioritize, and manage time efficiently.
• Self-motivated and self-directed.
• Ability to work independently or as an active member of a team.
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and Google Docs.
• Good interpersonal skills and communication with all levels of management.
• Able to work in a fast-paced environment.
• Training Experience will be an added advantage and will be preferred.

Pay range and compensation package

Salary: upto - 40k in hand

Meal/Refreshments

5 Days Working US Shifts Rotational Shift & Week Offs

Both Side Cabs

Females candidates are preferred

Interested candidates can share their cvs to - 7827088723