Posted:1 week ago|
Platform:
Remote
Full Time
• Monitoring and evaluating inbound and outbound calls and emails according to the criteria set by the supplier in accordance with Client requirements
• Documenting quality issues and performance measure for management review and providing information to assist in agent feedback and formal education processes and,
• Sharing results with Team Leads (and Operations Leader, if appropriate) to help provide individualized feedback to agents
• Provide Quality evaluation report to Client & track actions taken for improvement
• Perform transactional audit through recorded calls, remote or SBS, internal error checking, data scrubbings, calibration and Quality certification process.
• Graduate/Post Graduate (Exception Needed – if experience is more than 2years as QA)
• Proficiency in Microsoft Office packages (Word, Outlook, Excel);
• Excellent interpersonal and communication skills;
• High attention to detail and accuracy.
• The ability to:
§ Analyze, validate and interpret data/reports;
§ Multi-task, work under pressure and cope with high volumes of work;
§ Cope with pressures and setbacks;
§ Document problems and assist in their resolution;
§ Document processes and identify areas for improvement;
§ Adapt to change quickly, in a fast-paced environment;
§ Prioritize and manage workflow
WNS
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