Type : Full Time
Location : Hyderabad
Experience Required : 2 Year(s)
Industry : BPO/ITES
Preferred Skills : BPO
Customer Service
Data Research
Inbound Operations
Research Analysis
Job Description :
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Role - Quality Executive
Job Responsibility
Identify the knowledge gaps, process gaps & Language gaps and ensure documentation of the work flow process as per ISO.
Monitor reports and analyze trends to provide inputs for increasing productivity in the shifts.
Take corrective actions by doing data analysis to improve quality and process efficiency.
Compliance to Process set SOPs and Call Audit process
Preparing and maintaining Quality performance reports and Daily trackers
Process orientation, Computer savvy, good people management skills
To give need based coaching and feedback inputs to the process floors, and undertake quality based floor initiatives, resulting in continuous improvement in performance and quality
Work with the operations team to improve quality of the associates.
Client interactions
Call audits as per plan, achieving quality levels as per KPI standards