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Engaged Employer

IntouchCX

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2.9

based on 1.9k Reviews

Video summary

2 IntouchCX Quality Assurance Analyst Jobs

Quality Assurance Analyst

24-7 Intouch

2.9

based on 1.9k Reviews

1-2 years

Hyderabad / Secunderabad

1 vacancy

Quality Assurance Analyst

IntouchCX

posted 1mon ago

Job Role Insights

Fixed timing

Key skills for the job

Customer Service Excel MS Office Shell Scripting Time Management

Job Description

About the Job

We re changing the way people think about customer service, and we need your help!

We re looking for a Quality Assurance Analyst to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts.

As Quality Assurance Analyst, You Will

Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
Complete Quality Assurance and coaching session reports on a weekly basis
Attend and participate in meetings with supervisors and managers to review monitoring lists
Attend and participate in partner and internal calibration meetings
Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
Report scripting problems or questions from callers to appropriate departments
Distribute partner and company related correspondence to all CSRs/Tier 2 team members
Perform other duties as assigned

As Quality Assurance Analyst, You Have

High school diploma or equivalent (required)
1 year of front-line contact center experience (preferred)
1-2 years of Quality Assurance experience (preferred)
Intermediate knowledge of MS Excel, MS Word and MS Office (required)
Ability to type 30 wpm minimum with accuracy
Strong verbal and written communication skills, including spelling and grammar
Excellent organizational and time management skills
Ability to make fair and consistent judgments and decisions
Ability to multi-task under high-pressure situations
Ability to solve problems and offer suggestions in a positive and developmental manner
Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
Ability to perform basic mathematical functions to ensure scoring accuracy
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Ability to work a variety of shifts including days, afternoons, evenings and holidays

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