QA Lead (Voice)

JD Quality Analyst Voice Process

infoAnalytica has serviced more than 250 corporations globally and delivers to industries such as Technology, Software, Telecommunications, Retail, Healthcare and Life Sciences, Financial Services (BFSI), Media and Publishing and Manufacturing. We work extensively with our North America customers Marketing, Sales and Product Management teams for supporting their marketing and demand generation needs. In this area, we have worked on a range of data verification, data validation and data mining projects. We support our customers’ demand generation by providing detailed organizational database of prospects that can be directly used for field sales, telemarketing, email outreach and social media to acquire customers.

Key Responsibilities -

• Responsible for Quality Analysis across multiple campaigns on the floor & ensuring 100% qualified deliverables.
• Be responsible to monitor the calls and provide feedback to specialists to deliver a high quality, customer-driven, support service for addressing/ resolving enquiries at the first point of call wherever possible.
• Perform Root cause analysis and Action Plan for identified Errors
• Perform Calibration to identify the variance
• Identify process improvement opportunities and projects
• Auditing the calls for Operations team if required & providing relevant feedback to the team in case of any deviation from the standard parameters on the call.
• Assist specialists in resolving any open requests for support, assistance, information on upgrading etc.
• Demonstrate ownership and willingness to resolve issues in a timely manner.
• Support to maintain and improve Customer Satisfaction by delivering against those initiatives, that have been identified as crucially important during each and every customer support engagement.
• Preparing businesses reports and send that to the Reporting Manager on everyday/weekly basis OR as and when required.

Desired Candidate should have -

• Minimum 3-years of experience in international Voice Profile
• Experience in service industry, dealing with information/ data will be preferred.
• Experience working in a team environment, managing a diverse workload
• Outstanding verbal and written communication skills in English with Neutral accent
• Availability in both Day and Night Shifts
• Preferred to have Quality domain Knowledge along with Quality tools
• Familiar with MS Office (e.g. Basic command on Excel & power point)
• Good documentation handling and strong attention to detail
• Location: Ahmedabad