Quality Specialist Jobs in Hyderabad - Aegis Customer Support Services Private Limited.
Quality Specialist
Job Description
Quality Analyst ( BPO Voice )
1. Good Analytical skills
2. Experience in call monitoring & coaching,
3.Shoud have over all 2 to 3 years of over all experience and should have exposed to call monitoring & coaching activities SMEs & Team Coach can also be considered for this role.
4. Must be proficient in MS Excel
- Criteria QA
- Should be a Graduate
- 2+ years of relevant experience
- Must be an immediate joiner
- Day Shift
- Languages - English + Hindi
- Should be aware of Quality Concepts, 7 QC tools, Feedback process, Process Improvement.
JOB DESCRIPTION:
1. Need to get the pre-defined quality evaluations for Voice.
2. Feedback to be given to CSE's for QE done on the previous day. All shifts to be covered.
3. Immediate feedback to be given to CSE's who score low quality score and fatals.
4. Evaluate at least 30% of escalations to TL / Mgr received during the previous day. Agents who have given more than 3 escalations in a month/repetitive escalations all calls to be evaluated for those agents and an MIS to be shared.
5. Weekly call with QA, Trainer & client.
6. Evaluation of low scorers to identify their weekly improvement and need for refreshers
7. Share action plan with supervisory team of Aegis and along with responsibility, timeline etc
8. Share delivery against action plan along with results if any.
9. Weekly or bi-weekly sessions, call calibration exercise of 2 good calls and 2 bad calls. All CSE's to be covered in the exercise.
10. Evaluate at least 10% of angry customers and 10% of happy customers.
Note: Only BPO Experience will be considered.
- UG : Any Graduate in Any Specialization
- PG : Any Postgraduate in Any Specialization, Post Graduation Not Required
- Doctorate : Doctorate Not Required
