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Specialist - Quality Analyst

Specialist - Quality Analyst

Regalix

3 - 6 years

9 - 14 Lacs

hyderabad telangana india

Posted:2 weeks ago| Platform: Foundit logo

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Skills Required

customer service multitasking

Work Mode

On-site

Job Type

Full Time

Job Description

Role andResponsibilities:

Conducts quality review of telephonic/email conversations to ensure quality service goals and standards are met and/or identify areas where improvements can be achieved.
Auditssalesoutboundcallsand/orcorrespondence,observingperformance,techniques,and application of guidelines and procedures as listed in the framework.
Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively with merchants.
Ensure that the stipulated compliance guidelines are met and corrective measures are taken when there is a miss.
Summarizes findings and recommendations and forwards them to team supervisor to use in performance discussion/assessments and/or promotional decisions.
Provide coaching and guidance based on audit findings, and deliver weekly/ongoing performance feedback to associates as outlined by the business.
Mentor/Transition newly hired representatives to ensure a smooth transition from the learning environment to the daily production environment.
Provide formal product/process refresher training to facilitate ongoinglearning.
In cases of escalations by a merchant, the QA assists the representatives in preparing an RCA of the call, provides data points, or may even take the call on behalf of therepresentative.
Maintains comprehensive working knowledge of policies, procedures, andbenefits.

Preferred Skills &Requirements:

ManagementSkills.
Attention toDetail.
Leadership MotivationalSkills.
Strong CommunicationSkills.
Multitasking.
CustomerService.
Problem-SolvingSkills.
Creativity.
Ability to Work Well UnderPressure.
PerformanceManagement.
Ability to FosterTeamwork.
Organization.
Ability to EducateOthers.
Basic ComputerSkills.

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Specialist - Quality Analyst