QA Analyst
i2c Inc
Lahore, Punyab, Pakistan
3d ago

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QA Analyst (02 Positions)

Lahore, Pakistan Job Responsibilities :

  • 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
  • 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
  • Education : Graduation

    Experience : 1 plus year relevant experience

    Knowledge, Skills & Personal Characteristics :

  • 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
  • careers i2cinc.com

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