2 Qdigi Services Jobs

Job Purpose-The QA will monitor different LOB's to assess associates demenor,technical accuracy,customer service performance and conformity to policies and procedures.This role will assist in developing,creating and implementing quality processes as well as making recommendations for enhancements to training materials as needed to further improve overall customer experience.

Job Location -Marol,Andheri

Responsbilities-

• Conduct Regular Audits(Voice|Chat|Email)
• Participates in design of call monitoring and quality standards
• Monitoring trends
• Should have an eye for detail and report non-compliance in audit findings
• Coordinates and facilitates call calibration sessions for call center staff
• Ensure coaching and feedback is done for team members to improve overall customer experience
• Prepare and analyze Quality reports for management review
• Good command in MS Excel

Desired candidate profile-

• Any Graduate and Proven work experience as Quality Analyst or similar role of 2+ years
• Excellent communication skills, both written and verbal
• Exceptional listening and analytical skills
• Solid time management skills
• Must be able to effectively deal with people at all levels
• Ability to multi task,adapt and successfully operate in a fast paced enviornment
• Meticulous attention to detail