India Job Openings
WWD Technologies India Pvt. Ltd.,
Call Quality Analyst
Chennai
FULL TIME
September 7, 2024
Job Description:
- Monitor, evaluate and score inbound calls against established quality assurance instruments and standards
- Review, evaluate, and open and closed customer issues tickets against established quality assurance instruments and standards
- Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction
- Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends
- Identify and support other opportunities for quality improvement across the team
- Documenting quality issues, performance measures and quality improvements for management review
- Ensures the call center agents adhere to predetermined quality assurance standards and the business’s standard operating procedures
- Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
- Provides performance expectations, action plans and development plans to improve call quality
- Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined
- Ensure client quality and corporate customer satisfaction goals are met or addressed in a timely manner
- Strongly prefer 2+ years of experience as QA/QC within the Customer Care Center
- Must have previous Quality Assurance Analyst experience in a Call-Center Environment or customer service environment
- Call quality monitoring experience or coaching / mentoring experience preferred
- Ability to analyze Quality issues and performance measures
- Proficient knowledge of Care Center procedures and Quality Assurance processes.
- Requires solid analytical, organizational, trouble shooting and problem solution skills
₹2,16,000 P.A.
Mail:
careers@wwdindia.com
Contact:
+91-9345934940
Job Type: Full-time
Pay: From ₹18,000.00 per month
Schedule:
- Day shift
- Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Preferred)
- Night Shift (Preferred)
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