Quality Assurance

Quality Assurance @ a Leading IT MNC for an Inside Sales Process

An ideal candidate will have the following:

• Understands quality aspects in a B2B environment
• Working in a multi-channel mode to drive quality across tickets, voice, email, etc.
• Is metrics oriented and knows how to measure, baseline, drive improvements – has created and managed to a quality framework.
• Smart and empowered to work independently and drive a strong POV.
  

Roles and Responsibilities

• To help measure and enhance the CSAT scores thereby taking the organization a step closer to their goal review & analyze verbal/written performance & quality reports
• Develop ongoing improvement strategies based on results of analysis.
• Report analysis & collation of information to make effective change decisions.

Job Description

• Monitor Engineer Calls and provide coaching to them according to the observations made while monitoring calls.
• Train engineers on Soft Skills/ business communication and Telephone Etiquettes.
• Ensure that engineers follow the SLA on Calls.
• Must be responsible for Performance Improvements of engineers.
• Stringent monitoring of calls and taking corrective measures towards continuous Improvement.
• Collecting, analyzing and reporting consumer feedback data to ensure consumers have a positive consumer service experience.
• Device Process Improvement Plan based on statistical analysis.Training based on analysis so that repeated errors could be minimized.
• Excellent verbal and written communication skills.Must be flexible to work night shifts.

Primary Skill:

• Conducting skill specific training sessions to improve the performance of the Engineer
• Helping the Engineer improve on their CSAT scores.
• Doing training need analysis & preparing training modules on the basis of the needs.
• Initiatives taken to add value to the project.
• Knowledge about Voice & Accent & Soft Skills
• Experience in Coaching /Training Delivery