Quality Assurance ( Call Audit)
- Regalix
- 3 - 6 Years
- Bengaluru
- 5 years ago
- Email to a friend
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Job Description
QA (Reddit & SAP) Job Description:* Flexible in order to handle multiple projects across the organization.
* Monitor agent performance against quality standards to ensure service delivery and customer satisfaction levels are met.
* Review and audit CRM entries and email interactions along with reviewing and investigating relevant supporting files for particular markets or groups of agents.
* Analyze/audit the implemented & Inactive cases along with service incident data, Calls, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards.
* Identify areas of opportunity for the assigned set of agents & coach them to provide expected standards of Technical Experience on every implementation.
* Provide structured and timely feedback/recommendations, actionable feedback (verbal and/or written) to the rep and/or management to improve individual and team performance.
* Take ownership of escalated situations that needed to be handled cautiously and efficiently due to the potential impact on customer satisfaction and brand image.
* Responsible for building and maintaining a positive and professional working relationship with all other departments among the organization.
* Develop action plans to improve individual and team Quality, Compliance and Customer Treatment results.
* Monitor the team scores and be accountable for the ups and downs in their performance graph.
* Develop test plans, test cases, test scripts and test reports for the team to show progress consistently.
* Knowledge on Six Sigma Basics & QC Tools
* Prepare daily/weekly/monthly reports and presentations for clients and internal stakeholders.
* Provide both verbal and written feedback to Customer Service Associates and Team.
* Leaders regarding audit and monitor results.
* Facilitate and lead calibration meetings and share variance reports along with the coaching of the reps.
* Conduct refreshers & training sessions on AOIs identified
* Initiate new projects & PSPs(Problem-solving processes) based on the current problem areas in the program.
* Work closely with operations and training teams to ensure the highest standard of quality is delivered.
* Manage and take ownership of all functional & Client requirements (Quality related) with minimal assistance.
* Ability to identify and communicate defects and ambiguities at all levels.
* Taking ownership of day to day deliverables and bringing them to a logical conclusion.
Employement Category:
Employement Type: Full timeIndustry: ITES/BPO
Functional Area: Customer Service/Call Centre/BPO
Role Category: Quality Assurance Executive
Role/Responsibilies: Quality Assurance ( Call Audit)
Contact Details:
Company: Regalix IndiaLocation(s): Bengaluru
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Keyskills: Quality auditor Six Sigma Stake Holders Relationship Training
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₹ 500000 - 700000 IN
Regalix
Regalix is a global leader partnering with companies on sales enablement, revenue operations and thought-leadership. Founded in 2005 with headquarters in Palo Alto, CA and offices around the world, Regalix has hundreds of customers from F500 to SMBs including Google, Amazon, SAP, VMware, BMC and sev...
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