Quality Analyst

Job Description:

Quality Analyst - Voice

About Binary Semantics Ltd

We are a client centric global software development company offering IT services, Consulting services and Knowledge services across several industry segments such as Automobiles, Manufacturing, FMCG, Technology, Insurance, Travel, Hospitality and B2B Publishing. Our global operations spread across USA, Canada, Europe and India. We leverage our strong technology expertise and deep industry knowledge to develop customized solutions and services.

We are looking for dynamic and out of the box thinking professionals having good exposure and proven record of accomplishments as Quality Analyst with at least 1+ years of experience in the International Process.

As QA, your KRAs will include but not limited to:

To audit calls and to share feedback/reports to Manager.

Creating Reports on Agents areas of improvements

Case investigation/escalation management

To be an active part of process updates/changes

Measures employee performance via recorded monitoring (Call, chat, email audits)

Measures process performance via data (data audit)

Analyzes performance trend from audit data

Ability to handle multiple tasks at a time.

Works with manager CCQ on employee coaching & development to enhance or correct the behaviors that lead to excellent customer service including process improvements.

Responsible for timely closure of audit targets & reports.

Works on a variety of assigned special projects & reports.

Ability to plan & prioritize work.

Must be effective and efficient working in a team environment

Adherence to company policies.

Requirements:

Excellent verbal and written communication skills

Training & Coaching skills

Active Listening Skills

Patient & Enthusiastic

Confident in producing quality reports

Assists team members when needed to accomplish team goals

Able to multitask, prioritize, and manage time efficiently

Self-motivated and self-directed

Ability to work independently or as an active member of a team

Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and Google Docs

Good interpersonal skills and communication with all levels of management

Able to work in a fast-paced environment

Training Experience will be an added advantage.

Experience & Qualification:

UG: Any Graduate - Any Specialization

PG: Any Postgraduate - Any Specialization

Strong communication skills (written & verbal)

Salary:

Negotiable as per industry standards for the desired candidates .

Industry: BPO / Call Centre / ITES /

Technology Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations Role:

Quality Analyst - Voice Employment Type: Permanent Job, Full Time Job Location: Gurgaon (Work from Office)

We offer:

Salary Negotiable, as per industry standards

Meal/Refreshments

5 Days Working US Shifts Rotational Shift & Week Offs

Both Side A/C Cabs

Note: Work experience Minimum 1 year of experience as Quality analyst in International Process No Domestic Experience

Intersested candidates share cv on -khushboo.garg@binarysemantics.com