Associate Quality Analyst

Ton Technologies
Bengaluru - Thanisandra
15,000 - 25,000
/Monthly
Requirements
1 - 3 years experience
12th Pass
18 - 40 years
Male Only Job
Cheque Book / Pass Book
Joining and Relieving Letters
Marksheets and Degree
Salary slips
Aadhar Card
2-Wheeler Driving License
Timings
Working Days
5 days/week
Morning Shift
9:00am - 6:00pm

Job Description

Responsibility:

 To ensure efficiency and KPI delivery in terms of {eg: call Monitoring, Coaching & Feedback}.

Primary Functions:

-      Participates in design of call monitoring formats and forms.

-      Randomization, selection and download calls, perform domestic and international call monitoring, and provides trend data to site management team and clients.

-      Uses quality monitoring data management system to compile and track the performance at the teams and individual level.

-      Performs monitoring of customer care email responses and salesforce logged cases.

-      Performs monitoring of customer order entry into the system.

-      Participates in Joint call monitoring and customer call listening programs to identify customer needs and expectations.

-      Coordinates and facilitates call calibration sessions for client and third parties.

-      Provides feedback to call center team leaders and managers onshore and offshore

-      Prepares and analyzes internal and external quality reports for management staff review.

-      Performs various mailbox/email audits.

-      Perform other duties as assigned by the Team leader / Manager.

Minimum skills & knowledge:

-         Fluent in Spoken and Written English and Hindi

-         Keyboard skills

-         Customer service skills

-         Program specific software / Hardware usage

-         Good pronunciation and has a neutral accent

-         Customer service oriented

-         Willingness to work in rotational shifts, including Sundays & Public Holidays with one weekly off.

-         Good understanding of latest tech

-         Versant(Written/Voice) Threshold shared to be met

Desired skills & knowledge:

-         Good Written/Spoken communication skills

-         2 Regional Languages

Software skills & knowledge:

-         MS word & MS Excel Knowledge

-         PowerPoint presentation

Educational Qualification Required:

-         Any Degree, Diploma and above is preferred.

Minimum 12th passed 

Work Experience:

-         Ideal to have 6 months of work experience (Contact Centre experience is preferred )

- Abilities: - Highly motivated, Willingness to take Responsibility, High Efficiency, Strong Interpersonal and Communication skills and High Executive Skills.

- Knowledge: Typing Speed 30-35 word/min and above (Listen and type)


Additional requirements
Language
English
Previous Experience
Operations Executive,
IT- Software,
BPO / ITES
Job Type
Full Time
Ownership
Bike/Scooter
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Operations Executive in Ton Technologies
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