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19 Globiva Jobs

Quality Analyst

2-7 years

₹ 3 - 4.25L/yr

Gurgaon / Gurugram

5 vacancies

Quality Analyst

Globiva

posted 14hr ago

Job Role Insights

Fixed timing

Job Description

Job Location- Sector 18, Gurgaon (Haryana)

6 days working

9 hours shift

No cab facility


Role & responsibilities

  • Auditing of calls and complete analysis of service requests.
  • Preparation of daily dashboards & Analysis of reports/data.
  • Sharing daily reports & Quality Scores with the team.
  • Sharing One-O-One Feedback with agents on the basis of audits.
  • Participating in internal & external calibration sessions with Quality/Operations.
  • Analysis of Service requests and sharing RCA.
  • Data analysis and making designated reports.
  • Works with Operations team to develop the overall process improvement strategy and quality plan.
  • Monitoring if CCE has used the right telephone etiquettes and followed appropriate hold procedures and has given a proper resolution for the customer's request.
  • Highlighting issues as per the quality parameters.
  • Inducting Refresher/Quality sessions as per requirement.
  • Identifying fatal and non-fatal errors impacting the process and take corrective/preventive action.
  • Identifying areas of improvement and preparing the process to achieve the desired Quality Standards.
  • Ensuring that internal policies, procedures, and compliance regulations are being followed.
  • Conducting quality sessions for NHT batch.
  • Providing supervisors & manager with regular performance feedbacks on the executives.
  • Auditing calls for trainees during training & on job training (OJT Batch)

Please share cv at 9289327281 -HR Supriya


Employment Type: Full Time, Permanent

Read full job description

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People are getting interviews at Globiva through

(based on 83 Globiva interviews)
Walkin
Job Portal
Referral
Company Website
31%
30%
19%
4%
16% candidates got the interview through other sources.
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What people at Globiva are saying

2.7
 Rating based on 56 Quality Analyst reviews

Likes

Good for freshers

Dislikes

Low salary

Read 56 reviews

Quality Analyst salary at Globiva

reported by 252 employees with 1-6 years exp.
₹1.6 L/yr - ₹5 L/yr
25% less than the average Quality Analyst Salary in India
View more details

What Globiva employees are saying about work life

based on 1.4k employees
53%
54%
75%
90%
Strict timing
Rotational Shift
No travel
Day Shift
View more insights

Globiva Benefits

Cafeteria
Job Training
Work From Home
Soft Skill Training
Free Transport
Team Outings +6 more
View more benefits

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