Performance Specialist / Quality Analyst (Only Tech Sale/ Tech Support background), BPO/ KPO Industry
Reference Id :NPP
Job Designation :Performance Specialist / Quality Analyst (Only Tech Sale/ Tech Support background), BPO/ KPO Industry
Company profile :Web development
Shift timings : US shift (Night shift)- 8:00 AM- 05:00 PM
Place Of Joining : Noida,
No. of vacancies : 10
Shift timings : US shift (Night shift)- 8:00 AM- 05:00 PM
Place Of Joining : Noida,
No. of vacancies : 10
Qualification
:UG/Graduate/PG
Experience : 1-2 yrs in relevant field.
Experience : 1-2 yrs in relevant field.
Salary Package :As Per company Norms
Work Details And Responsibilities :
Tracking the trends and preparing an action plan to overcome challenges.
· Decreasing the Refunds and Charge back by ensuring the quality to check the hygiene, Compliance and Behavioral issues.
· Monitoring sales, Tech and customer service calls on required parameters to monitor the compliance followed by the agents across the Lob's.
· Working on major factors- Increasing revenue, decreasing AHT, Inbound and Outbound call ratios, fraudulent activity on a customer account etc.
· Reports and Audit analysis to prepare an effective action plan within a given time interval. Preparing Audit sheet/trackers depending upon the nature of audit and the desired results to be obtained /required by the operations.
· Conducting Calibration sessions within the Quality team and ops.
· Getting trained on projects within a stipulated time line from the Process owners and specialist, training the QA'son the same and then conducting Audits on the same to obtain the desired result.
· Prepare periodic reviews and reports on Quality and implement Process Improvement Projects.
· Identified the grey areas in the team and conducted team refreshers regarding the same. This helped not only in improving the quality of calls evaluated but the calibration issues within theteam as well.
· To enhance customer quality, take team sessions and training (like briefing before the team logs in, discuss the quality sheet and the major improvement attribute) on weekly basis.
Tracking the trends and preparing an action plan to overcome challenges.
· Decreasing the Refunds and Charge back by ensuring the quality to check the hygiene, Compliance and Behavioral issues.
· Monitoring sales, Tech and customer service calls on required parameters to monitor the compliance followed by the agents across the Lob's.
· Working on major factors- Increasing revenue, decreasing AHT, Inbound and Outbound call ratios, fraudulent activity on a customer account etc.
· Reports and Audit analysis to prepare an effective action plan within a given time interval. Preparing Audit sheet/trackers depending upon the nature of audit and the desired results to be obtained /required by the operations.
· Conducting Calibration sessions within the Quality team and ops.
· Getting trained on projects within a stipulated time line from the Process owners and specialist, training the QA'son the same and then conducting Audits on the same to obtain the desired result.
· Prepare periodic reviews and reports on Quality and implement Process Improvement Projects.
· Identified the grey areas in the team and conducted team refreshers regarding the same. This helped not only in improving the quality of calls evaluated but the calibration issues within theteam as well.
· To enhance customer quality, take team sessions and training (like briefing before the team logs in, discuss the quality sheet and the major improvement attribute) on weekly basis.
· Track trending of Attributes(Quality & Business) and arrive into solutions & suggestions in favor of client's business. This has helped the organization to reduce defects in terms of Quality Monitoring.
Skills Required :
Excellent communication and written skill
Gender : Both
NOTE : Interested Candidates Should call the concerned persons
directly to the mobile numbers mentioned below.
*** Please don't apply online ***
Contact Details for Interview :
Name of the person : Space consultant
Mobile : 9990725853
Email Id : spacencrconsultancy@gmail.com
Email Id : spacencrconsultancy@gmail.com
Please inform JOB TITLE of post while calling or sending mail.
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