Manual Testing Jobs In India

Quality Analyst | 6 Months

Your Corporate Life

Position: Quality Analyst

Location: Jaipur and Pune

Experience: 6 Months

Responsibilities:

  1. End-to-End Process Audit: The Quality Analyst will be responsible for conducting thorough end-to-end process audits. This involves evaluating customer queries, their resolution, and the overall process to identify any existing gaps. The primary goal is to ensure that every interaction with the call center meets the company’s quality standards.
  2. Identification of Process Gaps: Upon conducting audits, the Quality Analyst will analyze the findings to identify potential process gaps. By doing so, the QA will play a pivotal role in improving call center operations and enhancing the overall customer experience.
  3. Root Cause Analysis: The QA is required to conduct in-depth root cause analysis to understand why customers are calling the call center in the first place. By identifying the underlying reasons for these calls, the QA can collaborate with other teams to develop effective strategies for reducing call volumes and improving customer satisfaction.
  4. Call Handling Evaluation: The Quality Analyst will evaluate the call handling skills of customer service representatives. This includes assessing their communication, problem-solving abilities, and adherence to company protocols during customer interactions.
  5. Promptness of Revert: Timeliness is crucial in delivering exceptional customer service. The QA will assess how promptly representatives respond to customer queries, ensuring that customers’ needs are addressed efficiently.
  6. Product Knowledge Assessment: The Quality Analyst will evaluate the level of product knowledge possessed by customer service representatives. This knowledge is essential in providing accurate and reliable information to customers, thereby instilling confidence in the company’s offerings.
  7. Adherence to Standard Scripts: To maintain consistency in communication, the QA will review whether customer service representatives adhere to standard scripts provided by the company. Feedback and coaching will be provided to ensure compliance with best practices.
  8. Performance Reporting: The QA will prepare and present detailed performance reports to management, highlighting key metrics, areas of improvement, and action plans. These reports will aid in making data-driven decisions to enhance the overall efficiency of the call center.

Requirements:

  • Minimum 6 months of experience as a Quality Analyst or in a similar quality assurance role within a call center or customer service environment.
  • Strong analytical skills with the ability to assess complex processes and identify areas for improvement.
  • Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.
  • Detail-oriented with the ability to maintain accurate and comprehensive records of audit findings.
  • Familiarity with call center tools and technologies is a plus.
  • Adept at conducting root cause analysis and implementing process improvement strategies.
  • Exceptional organizational skills to manage multiple tasks and prioritize effectively.
  • Proven ability to work independently and in a team-oriented environment.

Manual Testing Jobs In India

How to Apply:

If you are passionate about delivering exceptional customer experiences and have the required qualifications and experience, please submit your updated CV to tanishahrvsrecruitment@gmail.com. Our HR team will review your application and contact you for further evaluation.

Vinayak Nale

Vinayak Nale

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