Noida, Uttar Pradesh
Job Summary

The ideal candidate should possess:
Solid process knowledge of SD with minimum 6 years of experience
Minimum 6 years of experience as Quality Analyst
Candidate should have valuable Communication skills.
Candidate should know how to use excel and presentation
English B2 level
Appropriate required language at B2 level or higher (refer to previous email)

Competencies:
Process Knowledge
Communication skills
MS Office knowledge
Presentation skills
Interpersonal Skills
Excel Knowledge

Roles and Responsibilities:
Daily audits followed by coaching and feedback
Daily Analysis followed by coaching and feedback
Publishing dashboard and trend of audit/analysis-weekly/monthly
Tracking progress of agents
Developing briefings basis common findings from audits/analysis fortnightly
Coming up with Process Level Improvement along with taking those to closure




Weekly/Monthly Technical Audit and CSAT review calls

Key Responsibilities
To adhere to quality standards, regulatory requirements and company policies.
To provide support for on call escalations and doing root cause analysis of given issue.
Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
To independently resolve tickets within agreed SLA of ticket volume and time.
To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.
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📌 Administrator Support & Operations Noida
🏢 HCLTech
📍 Noida