Location
Noida | India
Job description
Job Description
- Responsible for monitoring evaluating and scoring inbound calls against established quality assurance instruments and standards.
- Responsible for Reviewing evaluating and scoring open and closed customer issue tickets against established quality assurance instruments and standards.
- Actively Participate in calibration sessions employee communication sessions and/or the creation of communication tools.
- Provide support and communicate business goals quality standards processes procedures and policies.
- Responsible for ensuring the sales agent adheres to predetermined quality assurance standards and the business s standard operating procedures.
- Responsible for conducting/leading training sessions as per requirements.
- Responsible for monitoring calls to provide feedback regarding telephone etiquette product information given and procedures.
- Determining performance expectations action plans and development plans to improve call quality.
- Responsible for providing accurate and timely reports on a daily monthly monthtodate and yeartodate rolling basis on call quality productivity availability and other key metrics as determined.
quality assurance,communication,calibration,support analysts
Job tags
Salary
