QA Analyst
i2c Inc
Lahore, Punyab, Pakistan
4d ago

Job Description :

  • Primarily responsible to work on quality process implementation and improvement.
  • Contributes in design of call monitoring formats and quality standards.
  • Performs weekly, bi-weekly or monthly call monitoring and provides feedback to site manager.
  • Uses quality monitoring system to compile and track performance at team and individual level.
  • Participates in customer and client listening programs / sessions to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates and facilitates call calibration sessions for contact center agents.
  • Provides feedback to contact center team leaders / supervisors and managers and suggest improvement measures.
  • Prepares and analyzes internal and external quality reports for management review.
  • Defining SOPs and scripts for contact center agents.
  • Contributes in refining details and standardizing procedures and scripting to ensure a uniform approach by the whole team.
  • Preparing and conducting weekly quizzes, compile and analyze the results, and share feedback with the team leads / supervisors and / or site manager.
  • Provide training, coaching, feedback and assistance to contact center agents to ensure they understand new policies and procedures or product / service updates for quality.
  • Work as a CSR as per need.
  • Participate in all training & development activities as per management’s suggestion.
  • Adhere to set schedule and demonstrate flexibility for the given shift timings.
  • Any task assigned by the management.
  • Responsible for information security tasks within own work scope.
  • We are looking for :

  • Education : Graduation
  • Experience : 1+ year relevant experience
  • Skills :

  • Quality inspection, auditing and testing experience preferably with a background from call center.
  • Soft, polite and good understanding of customer services.
  • Strong computer skills including Microsoft Office and databases.
  • Flexible and open personality.
  • Good verbal and written communication skills.
  • Good American accent.
  • Data collection, management and analysis skills.
  • Problem analysis and problem solving.
  • Planning and organizing.
  • Decision-making.
  • Customer service orientation.
  • Teamwork.
  • Spark to learn and make a career in the relevant field.
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