Senior Quality Analyst – Customer Services (voice Process)

1 - 5 Years
Chennai

Job Description

Senior Analyst Quality Customer Service

Job Family/Job Code : Customer Care/Job Code

Reporting to : AM - Quality

Function Name : Customer Service
Purpose of the Role
Responsible to drive key quality initiatives in Customer service. Responsible for ensure High quality customer interaction in Customer Service.
Role Description
1. Ensure an average of 16 call audits / Executive
2. Responsible to drive adherence of call quality & process guidelines in CS
3. Maintain Knowledge management portal
4. Responsible for briefing and debriefing agents
5. Ensure Monthly test for all agents.
6. Responsible for Call audits for all inbound and outbound queues
7. Responsible for improving quality of interaction at all customer touch points
8. SPOC for all CSAT vendors including IMRB etc.
9. Driving Csat measurements and improvement actionables across all customer touch points
10. Give qualitative feedback to agents on various gaps identified by doing quality audits
11. Help management in key pain points faced by customers
Key Result Areas
This role has high impact on monitoring, managing and controlling the quality efficiency in turn building quality of experience for customers
Desired Skills and Competencies
Functional Competencies
1. Aware of call quality parameters
2. Thorough understanding of process
3. Excellent communication skills
4. Result oriented

Behavioral Competencies

Recruitment Specifications

Education
Graduate in any discipline with strong MS Excel Knowledge

Work Experience
1. Should have Minimum 1-5 years of total work experience
2. Minimum of 2 years of experience handling teams
3. Experience in relevant industry and relevant role is highly essential
4. Must have Strong communication & presentation skills

Salary: INR 1,00,000 - 3,50,000 P.A.

Industry:Telecom/ ISP

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

Role Category:Quality

Role:Quality Assurance/Quality Control Executive

Employment Type:Permanent Job, Full Time

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Atria Convergence Technologies Pvt Ltd

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in-the-home entertainment, education,

Today, we are closer than ever to realising it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu and Delhi. We are one of the country's most renowned cable and broadband company, bringing state-of the art services to nearly 2 million happy homes:

Fibernet (Internet over Fiber Optics)
Digital TV
HDTV
About
We offer broadband on optic fiber and our Fiber-To-The-Home technology can carry vast amount of information at speeds up to 1 Gbps. We are currently the largest fiber broadband services provider in the wired broadband category, and the largest non-telco ISP in the country.
View Contact Details+

Recruiter Name:Prithvi Raj P

Contact Company:Atria Convergence Technologies Pvt Ltd