Company: Etech Global Services
Website: www.etechgs.com
Eligibility: Any Graduate
Experience:
1+ yrs
Location: Vadodara
Job Role: Quality Analyst
JOB SUMMARY:
Company Profile:
Etech Global Services is a leading provider of intelligent sales, service and technology solutions specializing in inbound and outbound voice and live chat. For over 17 years, we have been helping companies cost effectively acquire new customers and maximize profits by servicing and growing existing customers.
Job
Description:
1. Completes quality audits in accordance with current campaign guidelines and uses designated tools to ensure targets are met and turnaround times are adhered to with defined accuracy standards
2. Provides written and verbal feedback to leaders/operations/clients on quality scores with areas of opportunities at agent, process and campaign level
3. Provides necessary feedback to operations or clients to ensure critical compliance and behavior issues are reported or escalated, including unethical actions
4. Assist Leaders with improving customer interactions, sharing feedback on calibration calls and provide input for recommendations
5. Assists with routine and ad hoc requests
6. Supports projects and initiatives within the department
7. Maintains confidentiality of all reports, files, schedules, databases, and documents; as well as all customer and proprietary information
8. Sends data and reports to account stakeholders if needed
9. Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
Candidate Profile:
Education: Graduate or equivalent
Experience: Minimum 1-year work experience; Quality experience is an added advantage
Required Skills:
1. Computer proficiency in MS Office
2. Flexible in working hours is a must
3. Good oral & written English skills and interpersonal communication skills
4. Exceptional listening and analytical skills
5. Ability to effectively organize, prioritize, multi-task and manage time
6. Ability to work independently
7. Excellent attention to detail
8. Ability to exercise strict confidentiality in all matters
|
