Location
Mumbai | India
Job description
Responsibilities:
- Conduct audits for both voice and non-voice processes.
- Demonstrate awareness of quality parameters.
- Drive process improvement initiatives targeting Average Handling Time (AHT) and First Call Resolution (FCR).
- Monitor live and recorded communications for quality assessment.
- Provide regular feedback and coaching to agents.
- Plan and execute Customer Effort Score (CES) initiatives.
- Prepare and present MIS reports and dashboards.
Requirements:
- Prior experience in quality assurance or similar role.
- Strong understanding of quality parameters and process improvement methodologies.
- Proficiency in live and recorded communication monitoring.
- Excellent communication and coaching skills.
- Ability to analyze data and present insights effectively.
- Familiarity with MIS reporting tools and dashboard presentations.
Audits, Quality parameters, Feedback, MIS reports, Dashboards.,Quality Analyst,Quality Assurance,Quality Audit
Designation: Quality Auditor
Vacancies: 1
Experience: 2.0 Year(s) - 5.0 Year(s)
Job tags
Salary
Rs 3.6 - 6 lakhs p.a.
