Roles and Responsibilities
Quality Associate (QA) will be responsible for ensuring the call & email quality. The QA monitors required samples of voice & non-voice-based transactions on Quality Evaluation forms included with predefined quality parameters agreed between TECHM and Client.
QA also publishes a comprehensive report on the overall quality of the project.
- Random & stratified sampling method will be used to audit the calls and emails
- Coaching & Feedback sessions
- Joint call monitoring sessions with respective assigned teams & other stakeholders
- Provide process updates as per requirement
- Conduct Team Huddles to discuss the quality scores and areas of opportunities
- Provide feedback / quality tips to improve customer experience
- Recognize Agents with excellent performance levels
- Bottom Quartile management
- Root cause analysis as per requirement (Complaints, Negative Survey response etc.,)
- Participate in internal / external calibration sessions
- DSAT / Detractor Management activities
- Flexible in Shifts as per business requirements (24x7)
- Handle production activities to answer call / chat / ticket volume spikes
Key Deliverables (KRA / Measure) :
- Knowledge & understanding of the process, evaluation & feedback, reporting and analysis
- Establish controls on transaction processing aiming for a Zero Defect Output
- Report and Publish Transaction Quality Metrics
- Provide feedback and suggestions for improvement
- GAP Analysis & Controls
- Adherence & record maintenance to Internal and External QMS Audit Requirements
- Continuous focus and drive to meet and exceed SLAs
- Drive organization level quality initiatives
Applicant’s Specifications & Qualification :
- Excellent verbal and written communication
- Excellent skills on MS Office / Quality Tools / Data Analysis / Analytical Skills / Reporting
- Relevant working experience in an international Service Desk / Technical Support environment preferred.
- Basic knowledge on Statistical Process Control
- Shows flexibility / ownership & works under pressure situation
- Demonstrate excellent communication skills
- Candidate should be ready to work in a 24*7 environment
- The candidate should have excellent problem-solving capabilities and lateral thinking skills
- Good Knowledge of Audit and Evaluation function
- Analytical bent of mind
- Fluent in English and French
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Quality Associate (QA) will be responsible for ensuring the call & email quality. The QA monitors required samples of voice & non-voice-based transactions on Quality Evaluation forms included with predefined quality parameters agreed between TECHM and Client. QA also publishes a comprehensive report...
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