Hiring For Quality Analyst For Gurgaon Location

1 - 6 Years
Delhi NCR, Gurgaon
INR 1,50,000 - 3,50,000 PA.
Posted: 14 days agoOpenings: 1Job Applicants: 161Job Views: 420

Job Description

Hi,

Greetings from Globiva !!

Urgent requirement for Quality Analyst

Location-Gurgaon

Contact Person- Prabhleen Kaur

Mobile +91 7838151315 | Email: Prabhleen.kaur@globiva.com

www.globiva.com

Interview Going on
Address - Globiva, # 418-419, 2nd floor , AIHP Signature, Udyog vihar Phase 1V, Gurgaon 122015, India

Job Description for Quality Analyst

Auditing of calls and complete analysis of service requests.
Preparation of daily dashboards & Analysis of reports/data.
Sharing daily reports & Quality Scores with the team.
Sharing One-O-One Feedback with agents on the basis of audits.
Participating in internal & external calibration sessions with Quality/Operations.
Analysis of Service requests and sharing RCA.
Data analysis and making designated reports.
Works with Operations team to develop the overall process improvement strategy and quality plan.
Monitoring if CCE has used the right telephone etiquettes and followed appropriate hold procedures and has given a proper resolution for the customer's request.
Highlighting issues as per the quality parameters.
Inducting Refresher/Quality sessions as per requirement.
Identifying fatal and non-fatal errors impacting the process and take corrective/preventive action.
Identifying areas of improvement and preparing the process to achieve the desired Quality Standards.
Ensuring that internal policies, procedures, and compliance regulations are being followed.
Conducting quality sessions for NHT batch.
Providing supervisors & manager with regular performance feedbacks on the executives.
Auditing calls for trainees during training & on job training (OJT Batch)

Salary: INR 1,50,000 - 3,50,000 PA.

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Quality

Role:Quality Assurance/Quality Control Executive

Employment Type:Full Time, Permanent

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

GLOBIVA SERVICES PRIVATE LIMITED

GLOBIVA SERVICES PRIVATE LIMITED
View Contact Details+

Recruiter Name:Prabhleen Kaur

Contact Company:GLOBIVA SERVICES PRIVATE LIMITED

Telephone:7838151315

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