Job description

Hiring for QA on Immediate basis BPO Experience is mandatory

Job Location- Sector 18, Gurgaon (Haryana)

6 days working

9 hours shift

No cab facility

( Males Candidates required )

BPO Experience is mandatory.

.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)
- Bpo experience is mandatory
- ( Males Candidates required )

Please share cv at -HR Dheeraj-(phone hidden)

Bpo experience is mandatory

Salary budget : 30k ctc to 35k ctc

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