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Job Description
Overview:
QA Analyst JD
Location Gurgaon
Experience 3 to 4 years
Qualification Bachelors
1. Monitor customer care calls, emails & chat responses and provide trend data to the management team
2. Assess the quality of the performance of the associates
3. Compile and track performance at team and individual level
4. Generating daily reports based on agents performance
5. Conducting Quality & Call Calibration sessions
6. Prepare reports to communicate outcomes of quality activities
7. Identify training needs and organize training interventions to meet quality standards
8. Evaluate audit findings and implement appropriate corrective actions
9. Build a Continuous Improvement Culture
10. Process improvement
11. Coaching and mentoring of the agents
12. Experience with implementation of corrective action programs
13. Strong computer skills including Microsoft Office and databases
14. Knowledge of tools, concepts, and methodologies of QA
Skills:
Quality Auditing,Certified Software Quality Analyst
Employement Category:
Employement Type: Full time
Industry: Recruitment Services
Role Category: Quality (QA-QC)
Functional Area: Not Applicable
Role/Responsibilies: Quality analyst Gurugram
Exponus Tradelink
