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QA - Call Audit (non-tech) -

2 - 5 Years

Delhi, Noida

Not Disclosed by Recruiter

Posted: 22 days ago

Job Description

About the role:

  • At least 3+ years of experience on quality process, continuous quality improvement and quality standard.
  • Creating a call audit program for process along with measurement system.
  • Job Role would require a candidate to audit calls with an objective to achieve min deviation with client's actual credentials.
  • Call Audit for agents as per target on daily basis.
  • Should be acquainted with the communication nuances of the local audience possible kinds of errors that one would expect in the location.
  • Record & deliver quality feedback to associates in partnership with the respective Team Manager. Coach and counsel agents to modify their performance/behavior to facilitate a high level of customer experience.
  • Role also involves detailed data analysis. Knowledge of different QA Tools like Pareto, Run Charts, Control Charts, FMEA, etc. is required.
  • Maintain MISs and report scope of improvement.
  • Continually strive to improve efficiency and effectiveness of existing systems/process Communicate written analysis of dive deep results and information to leads and managers
  • Prepare & Maintain Training Material
  • Conduct refresher training sessions as per requirement under specified timelines.
  • Create & maintain Process SOPs

Key Responsibility Areas:

  • Ensure adherence to minimum audit productivity.
  • Ensure continuous process improvement
  • Manage team MISs to monitor and scale up skills and productivity.
Conduct Training Sessions basis TNI

Salary: Not Disclosed by Recruiter
Industry: Internet / Ecommerce
Employment Type: Full Time, Permanent

Company Profile

Info Edge India Ltd.
View Contact Details+
Contact Details

Contact Company:Info Edge India Ltd.