Posted:14 hours ago|
Platform:
Work from Office
Full Time
About the Job Were changing the way people think about customer service, and we need your help! Were looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. As Quality Assurance Analyst, You Will Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed Complete Quality Assurance and coaching session reports on a weekly basis Attend and participate in meetings with supervisors and managers to review monitoring lists Attend and participate in partner and internal calibration meetings Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers Report scripting problems or questions from callers to appropriate departments Distribute partner and company related correspondence to all CSRs/Tier 2 team members Perform other duties as assigned As Quality Assurance Analyst, You Have High school diploma or equivalent (required) 1 year of front-line contact center experience (preferred) 1-2 years of Quality Assurance experience (preferred) Intermediate knowledge of MS Excel, MS Word and MS Office (required) Ability to type 30 wpm minimum with accuracy Strong verbal and written communication skills, including spelling and grammar Excellent organizational and time management skills Ability to make fair and consistent judgments and decisions Ability to multi-task under high-pressure situations Ability to solve problems and offer suggestions in a positive and developmental manner Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls Ability to perform basic mathematical functions to ensure scoring accuracy Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Ability to work a variety of shifts including days, afternoons, evenings and holidays
IntouchCX
Upload Resume
Drag or click to upload
Your data is secure with us, protected by advanced encryption.
Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.
We have sent an OTP to your contact. Please enter it below to verify.
Instantly access job listings, apply easily, and track applications.
Outsourcing and Offshoring Consulting
10001 Employees
179 Jobs
Key People
3.0 - 8.0 Lacs P.A.
Hyderabad
Experience: Not specified
2.0 - 5.0 Lacs P.A.
Chennai
3.0 - 7.0 Lacs P.A.
3.0 - 7.0 Lacs P.A.
3.0 - 7.0 Lacs P.A.
Hyderabad
2.0 - 4.0 Lacs P.A.
3.0 - 8.0 Lacs P.A.
Experience: Not specified
0.6 - 1.2 Lacs P.A.
Ahmedabad
4.9 - 5.88 Lacs P.A.
Udaipur
Experience: Not specified
2.16 - 2.16 Lacs P.A.
