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Quality Assurance Associate III( SME/Quality/Team Lead)

3 - 5 years

2 - 4 Lacs

Bengaluru Indi

Posted:2 months ago| Platform: Naukri logo

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Skills Required

SME Subject Matter Expertise Voice Process International Voice Process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities JD:- Calibrations: Actively participate in weekly internal calibrations and coordinate with QA Sup participation in UPS Calibration and Quality calls. QA Evaluations: Comply with assigned evaluations per week/per agent. Coaching & Development: Provide targeted sessions focused on QA evaluations and specific KPIs based on LOB. Team Support: Support supervisors team with chat and production floor questions. CEC Important News: Confirm that assigned agents are reviewing Important News and work on weekly reminders via email. Service Briefings: Confirm that assigned agents are reviewing and completing training for applicable Service Briefings. Work on weekly reminders of topics via email. Follow up on completion. Targeted Individual Coaching: Comply with targeted evaluations needed for Outliers, deliver coaching and follow up on commitments. Escalated Calls/Corporate Calls: Assist with handling of escalated calls when supervisors need assistance QA Report Follow up: Daily review of Quality scorecard and follow up to actions towards scores improvement Perks and benefits Transport Facilities

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IT Services and IT Consulting

Florham Park New Jersey

10001 Employees

614 Jobs

    Key People

  • Cheryl Campbell

    Chief Operating Officer

  • Claudia S. C. A. H. Cortes

    Chief Financial Officer

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