VARITE INC Is Hiring Quality Analyst| NOIDA, Uttar Pradesh, India
Company: VARITE INC Position: Quality Analyst Experience: 3+ Years Work Location - NOIDA, Uttar Pradesh, India Notice period - Immediate to 60 Days
Software Testing
Job Description
Monitor and evaluate Sales specialists performance for consistency in adherence to guidelines and provide direct feedback regarding strengths and weaknesses.
Maintain reports and data to keep track of quality of support
Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
Design & deploy Bottom Quartile Management
Partners with stakeholders to drive initiatives to improve quality of service.
Lead calibration sessions and support QA training initiatives as needed
Prepare and present weekly/monthly quality analysis to internal & external stakeholders
Lead internal & external meetings as needed, support the team in building long term vision for Quality
Determining and agreeing on in-house quality procedures, standards and specifications
Does trend analysis of reviews to identify training requirements and improvement of processes, at a regional level.
Reviews customer interactions and provides feedback and coaching to support best in class customer experience
Ability to take initiative and suggest improvements that suit the business requirement
Work with the training team and use root cause analysis to suggest corrective and preventive actions to the operations management team to continually enhance the customer experience.
Propose guides for selling skills and soft skills and different techniques required to assist our diverse customer base.
Play an active role in being an advocate for change aligned with larger business objectives related to people, process and technology
Improve quality effectiveness by participating in educational opportunities; reading professional publications, studying the latest industry trends in Customer Experience, Support, and Quality Requirements
3+ years of experience in a Quality specialist role
Fluency in English both spoken & written
Must to have hands on experience in data analysis, MS excel, Transcript bases quality analytics
Phone Sales experience in an online multicultural environment
Proven track record working in a collaborative role in a multicultural, fast-paced environment.
High level of accuracy and attention to detail
Highly organized, self-motivated and proactive with the ability to prioritize tasks
Flexible approach and ability to adapt to changing business needs and processes
Desirable
BA/BS degree in relatable field.
Experience using Client Creative Cloud or Client Document Cloud products.
Experience in Phone sales and customer service
Analytical Tools, Power BI & Tableau (good to have)
