Quality Assurance Analyst

JOB DESCRIPTION

QUALITY ANALYST

Job Summary:

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre associates who deal with our existing and potential customer. The QA will monitor inbound and outbound call and emails responses to assess associate’s demeanour, technical accuracy, Sales performance, and conformity to company policies and procedures.

Precise Information

• Job Title: Quality Analyst
• Work Location: Ahmedabad (Gujarat), INDIA
• Operations: UK and Canada
• Work Schedule: Mon to Fri

Responsibilities:

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer email responses.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call centre staff.
• Provides feedback to call centre team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.
• Perform other duties as assigned.

Required Skills:

• 2-3 years Call Centre Experience
• Bachelor Degree a plus
• Excellent verbal, written and interpersonal communication skills;
• Outstanding sales skills and dedication to providing exceptional customer care;
• Must be self-motivator and self-starter
• Focus on quality and Sales
• Exceptional listening and analytical skills
• Solid time management skills
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Creative ability & writing proficiency
• Ability to multitask and successfully operate in a fast paced, team environment.

Interested Candidate Apply now, share resume on hiring@microorbit.com or Call / WhatsApp on 6358991346

Regards,

Farha Khan

Sr. Talent Acquisition

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Experience:

• Qualitative analysis: 2 years (Required)
• call monitoring : 1 year (Required)
• Call center: 1 year (Required)
• monitoring data: 1 year (Required)

Work Location: In person