Quality Analyst Manager : Black Belt : Kolkata : Apply Now

Hi,

We are hiring for the ITES Company for Quality

Overview

Quality Analyst Manager - Voice is to ensure that all voice-based interactions between agents and customers meet company and client standards for service quality, compliance, and customer satisfaction. To monitor, evaluate, and improve the quality of customer interactions over phone calls, ensuring consistency, professionalism, and adherence to scripts, policies, and performance standards.

To Apply, WhatsApp 'Hi' @ 9151555419

Follow the Steps Below:

Start

location

Kolkata

Key Skills:

a) Overall 10 Years of Minimum experience in Utility Domain/Service Industry

b) Should have Lean Six Sigma Black Belt Certified

c) Should have more than 2 years experience in DMAIC, FMEA, SPC, 5S, Kaizen, CAPA

d) Any Graduate

• Should have prior experience with the Utility domain / service industry
• Lean Six Sigma Black Belt Certified* (Mandatory/Preferred)
• 38 years of experience in Quality, Process Excellence, or Operational Excellence
• Strong knowledge of DMAIC, FMEA, SPC, 5S, Kaizen, CAPA.
• Respond to customer service issues in a timely manner.
• Create effective process procedures, policies, and standards.
• Develop customer experience enhancement goals and coordinate with the team to meet them on a steady basis
• Maintaining positive relationships with customers
• Identifying customer needs and overseeing service delivery within the business context
• Determining ways to improve service efficiency without sacrificing customer experience.
• Assess service statistics and prepare detailed reports on your findings.
• Remaining organized and meeting deadlines
• Building partnerships and liaising with team leaders to meet client KPIs and solutions for issues that may arise
• Maintain accurate records and document all customer service activities and discussions
• Hire new agents
• Stay informed on the latest industry techniques and methods

Competencies/Skills:

Experience in customer service, leadership.

Experienced in client management

Good computer skills and the ability to use business support software.

Strong customer service, project management, and quality control skills.

Good resource planning skills.

Excellent leadership and customer service skills.

Strong teamwork skills and attention to detail