Quality Analyst - Delhi - Unicef - 3 to 5
- Unicef
- 3 - 5 years
- Delhi, NCR
- 2 months ago
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Job Description
You will be responsible to:
- Monitor, evaluate and score inbound/outbound calls against established quality assurance metrics and
standards.
- Ensure the donor helpdesk executives adhere to predetermined quality standards and the businesss
standard operating procedures, providing inputs and changes wherever necessary.
- Provide performance expectations, action plans, development plans and regular trainings to improve call
quality and outcomes.
- Provide accurate and timely reports on a daily, weekly, monthly, month-to-date and year-to-date rolling
basis on call quality, productivity and other key metrics as determined.
- Provide personalized coaching sessions with the team to address their individual strengths and weaknesses.
- Work closely with the Team Leader and possess strong attention to detail and problem-solving ability.
- Support in developing and executing test plans to ensure optimization of campaigns handled by the donor
helpdesk executives.
- Responsible for compiling and analysing statistical data to strengthen campaign performance.
- Improve overall donor experience with Unicef.
Education:
- Candidates must possess a graduation degree.
Experience:
- We are looking for candidates preferably with quality assurance experience in the NGOs/non-profits, call
centres, banks, insurance, credit cards, hospitality & e-commerce companies.
- Candidates must possess at least 3 years of QA experience.
- Should be proficient on CRMs ad Microsoft excel
- Experience of drafting insightful reports will be an asset
Language Requirements:
Fluency in English & Hindi is mandatory, knowledge of any local language, especially Tamil, Telugu, or
Malayalam will be considered as an asset.
Personality Traits:
Positive
Clear communication
Team Player
Warm
Empathetic
Target driven.
Active listener
Believes in UNICEFs mission (UNICEFs mission statement is promotes the rights and wellbeing of
every child, in everything we do.)
Job Classification
Industry: NGO / Social Services / Industry AssociationsFunctional Area: NGO / Social Services / Industry Associations
Role Category: Quality Assurance - Other
Role: Quality Assurance - Other
Employement Type: Full time
Contact Details:
Company: UnicefLocation(s): Delhi, NCR
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Since, 75 years UNICEF is reimagining the future for every child. UNICEF works in over 190 countries and territories to protect the rights of every child. The worlds largest provider of vaccines, we support child health and nutrition, safe water and sanitation, quality education and skil...
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