Quality Assurance Analyst (Contact Center)
- IntouchCX
- 1 - 2 years
- Hyderabad
- 5 months ago
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Job Description
- we're looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts
As Quality Assurance Analyst,
- You Will Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followe'd
- Complete Quality Assurance and coaching session reports on a weekly basisAttend and participate in meetings with supervisors and managers to review monitoring listsAttend and participate in partner and internal calibration meetings
- Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
- Report scripting problems or questions from callers to appropriate departmentsDistribute partner and company related correspondence to all CSRs/Tier 2 team members
- Perform other duties as assigned
As Quality Assurance Analyst,
- You Have High school diploma or equivalent (required)1 year of front-line contact center experience (preferred)1-2 years of Quality Assurance experience (preferred)Intermediate knowledge of MS Excel, MS Word and MS Office (required)
- Ability to type 30 wpm minimum with accuracy
- Strong verbal and written communication skills, including spelling and grammar
- Excellent organizational and time management skills
- Ability to make fair and consistent judgments and decisions
- Ability to multi-task under high-pressure situations
- Ability to solve problems and offer suggestions in a positive and developmental manner
- Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
- Ability to perform basic mathematical functions to ensure scoring accuracy
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Ability to work a variety of shifts including days, afternoons, evenings and holidays
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality AnalystEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Quality Assurance Analyst Excel Time management MS Word Customer service Research MS Office Monitoring Scripting
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IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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