Quality Analyst || International Voice

Job Description

About Binary Semantics: We are a client centric global software development company offering IT services, Consulting services and Knowledge services across several industry segments such as Automobiles, Manufacturing, FMCG, Technology, Insurance, Travel, Hospitality and B2B Publishing. Our global operations spread across USA, Canada, Europe and India. We leverage our strong technology expertise and deep industry knowledge to develop customized solutions and services. We are looking for dynamic and out of the box thinking professionals having good exposure and proven record of accomplishments as Quality Analyst with at least 1+ years of experience in the International Process. As QA, your KRAs will include but not limited to:  To audit calls and to share feedback/reports to Manager.  Creating Reports on Agents areas of improvements  Case investigation/escalation management  To be an active part of process updates/changes  Measures employee performance via recorded monitoring (Call, chat, email audits)  Measures process performance via data (data audit)  Analyzes performance trend from audit data  Ability to handle multiple tasks at a time.  Works with manager CCQ on employee coaching & development to enhance or correct the behaviors that lead to excellent customer service including process improvements.  Responsible for timely closure of audit targets & reports.  Works on a variety of assigned special projects & reports.  Ability to plan & prioritize work.  Must be effective and efficient working in a team environment  Adherence to company policies. Requirements:  Excellent verbal and written communication skills  Training & Coaching skills  Active Listening Skills  Patient & Enthusiastic  Confident in producing quality reports  Assists team members when needed to accomplish team goals  Able to multitask, prioritize, and manage time efficiently  Self-motivated and self-directed  Ability to work independently or as an active member of a team  Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and Google Docs  Good interpersonal skills and communication with all levels of management  Able to work in a fast-paced environment  Training Experience will be an added advantage and will be preferred Experience & Qualification:  UG: Any Graduate - Any Specialization  PG: Any Postgraduate - Any Specialization  Strong communication skills (written & verbal) Salary: Negotiable as per industry standards for the desired Candidates Industry: BPO / Call Centre / ITES / Technology Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations Role: Quality Analyst - Voice Employment Type: Permanent Job, Full Time Job Location: Gurgaon (Work from Office) We offer:  Salary – Negotiable, as per industry standards  Meal/Refreshments  5 Days Working – US Shifts – Rotational Shift & Week Offs  Both Side A/C Cabs Contact: richa.chauhan@binarysemantics.com/8587021720 Show more Show less