Aegis Startek Hiring For Quality
- Asian Institute
- 2 to 4 Yrs
- Hyderabad
- 5 years ago
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Job Description
Quality Analyst ( BPO Voice )
1. Good Analytical skills
2. Experience in call monitoring & coaching,
3.Shoud have over all 2 to 3 years of over all experience and should have exposed to call monitoring & coaching activities SMEs & Team Coach can also be considered for this role.
Share Resume to Mail Id: mo********i@st****k.com
With the Subject Line of Applying for Manager -Source through Naukri
Contact: 9392097*** /9996136***
4. Must be proficient in MS Excel
Criteria QA
Should be a Graduate
2+ years of relevant experience
Must be an immediate joiner
Day Shift
Languages - English + Hindi
Should be aware of Quality Concepts, 7 QC tools, Feedback process, Process Improvement.
JOB DESCRIPTION:
1. Need to get the pre-defined quality evaluations for Voice.
2. Feedback to be given to CSE's for QE done on the previous day. All shifts to be covered.
3. Immediate feedback to be given to CSE's who score low quality score and fatals.
4. Evaluate at least 30% of escalations to TL / Mgr received during the previous day. Agents who have given more than 3 escalations in a month/repetitive escalations all calls to be evaluated for those agents and an MIS to be shared.
5. Weekly call with QA, Trainer & client.
6. Evaluation of low scorers to identify their weekly improvement and need for refreshers
7. Share action plan with supervisory team of Aegis and along with responsibility, timeline etc
8. Share delivery against action plan along with results if any.
9. Weekly or bi-weekly sessions, call calibration exercise of 2 good calls and 2 bad calls. All CSE's to be covered in the exercise.
10. Evaluate at least 10% of angry customers and 10% of happy customers.
Note: Only BPO Experience will be considered.
,Employement Category:
Employement Type: Full timeIndustry: Recruitment Services
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: Aegis Startek Hiring For Quality
Contact Details:
Company: Asian InstituteLocation(s): Hyderabad
Asian Institute
Company ProfileAegis Customer Support Services Private Limited.We are a leading global business services provider of customer experience management. We offer a comprehensive suite of solutions that helps your business plan deeper, transparent and better optimized customer connections and experienc...
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