Location
Pune | India
Job description
Responsibilities
. Perform Quality Audits on Voice / Chats / Web / email tickets
. Perform Root Cause Analysis and suggest corrective action
. Provide real time feedback to Agents
. Provide updates in quality huddles
. Participate in calibration sessions with other Quality Auditors / SME / Client SME
. Pitch in for Calls / Email / Chats if required to maintain the Service Levels
. Gain process knowledge and process 2 tickets on daily basis
. Diagnose and troubleshoot technical issues, including account setup and network configuration and assist the team
. Works towards building relationships with client process owners to be able to anticipate and plan for future issues and challenges and improvement of SOP's / Knowledge articles
. Maintain jovial relationships with team members and Management
. Work Hand in Glove with SMEs / Team Lead / Quality team to ensure all desired metrics are met for the team
. Ability to co-ordinate and influence people to get the work completed
. Provide insight to the team & Management from the quality report
week. Got recognized in R&R. Recognized as Engineer of the month.
Preferred Skills:
Customer Service- Voice
Job tags
Salary
