Quality Assurance Analyst (qa) Job in Globiva
Quality Assurance Analyst (qa)
Globiva
4+ weeks ago
- Gurgaon, Haryana
- Not Disclosed
- Full-time
Job Summary
Job Description: Quality Assurance Analyst (QA)
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customers. The QA will monitor inbound and outbound calls or email responses to assess associates communication, technical accuracy, customer service performance, and conformity to company policies and procedures.
Roles and Responsibilities:
- Auditing of calls and complete analysis of service requests.
- Sharing One-on-One Feedback with agents based on audits.
- Works with the Operations team to develop the overall process improvement strategy and quality plan.
- Monitoring if the Customer Care Executive (CCE) has used the right telephone etiquette, followed appropriate hold procedures, and provided a proper resolution for the customer s request.
- Highlighting issues as per the quality parameters.
- Sharing daily reports and Quality Scores with the team.
- Participating in internal & external calibration sessions with Quality/Operations.
- Extensive experience working as a Quality Analyst in the BPO/KPO Sector.
Experience:
- Total Experience: 1+ Years
Working Days:
- 6 Days Working
Education:
- Any Graduate
Skills:
- Excellent verbal, written, and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Proficiency with Microsoft Office (intermediate Word, basic Excel).
- Outstanding customer service skills and dedication to providing exceptional customer care.
- Ability to multitask and successfully operate in a fast-paced, team environment.
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