3 - 6 years
6 - 7 Lacs
Posted:1 day ago|
Platform:
Work from Office
Full Time
1 to 3 years of experience in call auditing, quality assurance
Special Skills Good Understanding of Quality Management System and Good Communication, analytical & listening skills,
Should be able to do Client and Stakeholder Management,
Excellent People Management Skills along with Feedback giving Skills and Ability to drive Quality Initiatives, Projects and Improvements Job Description '
• Call monitoring and Evaluation (Live or recorded calls)
• Agent Feedback and Coaching Support
• Conduct process documentation as per ISO standards
• Conduct & review sampling strategy in the team
• Conduct root cause analysis for process improvements
• Conduct MSA as per schedule.
• Drive & conduct process compliance
• Drive & conduct audits (pre-post duties)
• Conduct base lining & analyze CTQs
• Conduct measurement system analysis.
• Drive brainwave initiative in the team
• Conduct quality related trainings
• Team-up with BBs / QAMs to be a co-facilitator of projects/initiatives
• Drive open forums/best practice sharing sessions
• YB six sigma improvement project to be certified
• Successfully complete ISO training. Working on the product & helping the team to achieve deadlines.
Provide timely reports, updates and system entries as required by the internal and external management. Understand and abide by the importance of discipline, punctuality & protocol '
Commerce Graduate and above
WNS Holdings
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