QUALITY ANALYST

Location:
Delhi ,Delhi/ NCR ,Gurgaon
Key Skills:
Excellent Verbal & written communication skills,Call Centre operational experience with technical programs
Specialization:
Quality Control,Quality Assurance/Testing,Account Services,Operations,Work Flow Analysis,Email / Chat Quality Assurance & Feedback
Job Function:
IT/Telecom - Software,Operations/Customer Service/Telecalling/Backend,Quality/Process Control
Industry:
CRM/CallCentres/BPO/ITES/Med.Trans, IT-Software, Internet/Dot com/ISP
Qualification:
School & Graduation -
Any Graduate
Level:
Middle - Manager, Assistant Manager
Key Skills:
Excellent Verbal & written communication skills,Call Centre operational experience with technical programs
Experience:
1 - 3

Job Details:

Responsibility for Email / Chat Quality Assurance on operations floor.
Monitoring Email / Chat & rendering Quality feedback.
Maintaining performances scores.
Identifying training needs & improvement needs in processes, procedures & utilization.
Updating Quality Evaluation Sheet,feedback forms.
Focusing on adherence to client defined CTQ's by Agents across the floor.
Preparing Reports for Customer Satisfaction Survey, Quality Analysis.
Analyzing the Customer Satisfaction data/Reports.
Doing quality checks on various client metrics.
Assess skills of newly hired employees after completion of training.
Compiling Quality Dashboards.
Liasoning with Operations to bring about improvement in process metrics.
ESSENTIAL : GRADUATE WITH CALL CENTRE EXPERIENCE.
HARD CORE TECHNICAL CANDIDATES WOULD BE IDEAL.

Company Details:

PAM, a professionally managed HR Services Firm is hiring for reputed BPOs in Gurgaon.