Responsibilities Maintain and develop internal quality standards. Assess support interactions (calls, email, tickets messages) based on established quality standards. Accompany evaluations with meaningful and constructive feedback. Develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support Discuss and explain feedback with agents in regular meetings. Analyze all customer service metrics (e.g. AHT, FCR, ACW) and how the team performance affects those KPIs. Participate incalibration sessionsto maintain consistency in internal evaluations. Map the need for training and onboarding programs and initiate these projects. Create reports that reflect agent performance. Qualifications Experience : 6 to 8 years in Warranty, Contact Center and Customer service, specifically from product-based industry, with proven experience in quality assurance or a similar role. Critical Skills: Hands-on experience in customer service, contact center and quality assurance. Ability to analyze data and identify areas for improvement. Attention to Detail: Meticulous in identifying defects and inconsistencies Effective in documenting findings and collaborating with teams. Skilled in identifying issues and implementing corrective actions. Problem-solving capabilities to create meaningful strategies to improve support quality. Familiarity with QA tools and methodologies.

More Jobs at Lennox India Technology Centre Litc

Associate Security Analyst

Chennai, Tamil Nadu, India

2.0 - 3.0 yrs

INR 2 - 3 Lacs

Senior Analyst - Real Estate

Chennai, Tamil Nadu, India

3.0 - 7.0 yrs

INR 3 - 7 Lacs

Engineer Trainee

Chennai, Tamil Nadu, India

Experience: Not specified

INR 0 - 1 Lacs

CAD Designer I

Chennai, Tamil Nadu, India

4.0 - 6.0 yrs

INR 4 - 6 Lacs

Specialist - Sales Operations

Chennai, Tamil Nadu, India

3.0 - 7.0 yrs

INR 3 - 7 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Aht Interview Now

My Connections Lennox India Technology Centre Litc

Download Chrome Extension (See your connection in the Lennox India Technology Centre Litc )

Download Now

Lennox India Technology Centre Litc

Login to

Please Verify Your Phone or Email

Confirm Action

Search

Profile

Upskill and Grow with AI

QA Specialist - Customer Experience

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

More Jobs at Lennox India Technology Centre Litc

Mock Interview

Download Chrome Extension (See your connection in the Lennox India Technology Centre Litc )

RecommendedJobs for You

QA Specialist - Customer Experience

QA Specialist - Customer Experience

QA Specialist - Customer Experience

QA Specialist - Customer Experience

QA Specialist - Customer Experience

Team Lead -Residue Mobile lab

Lead Auditor- Healthcare

QA Specialist - Customer Experience

QA Specialist - Customer Experience

QA QC Engineer

Login to

Please Verify Your Phone or Email

Confirm Action

Contact Us

Search

Profile

Upskill and Grow with AI

Personal Settings

QA Specialist - Customer Experience

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

More Jobs at Lennox India Technology Centre Litc