Quality Control Executive

Responsibilities:

• High-performance delivery on all quality parameters

• Audit the customer contacts (through any channel) on Product/process, Communication, and soft skills parameters.

• Conduct audits and feedback for the targeted agents with the objective of improving scores for training throughput or conversion.

• Data analysis and making designated reports/decks.

• Participate in calibrations to ensure consistent scoring & feedback delivery approach.

• Communicate to heighten awareness and focus on the importance of positive customer experience.

• Special audits to make recommendations and drive process improvement.

• Help and enhance product/process knowledge of new joiners.

• Prepare Training Need Analysis, publish and execute for 100% closure.

Required Candidate profile.

• The candidate must have a minimum of 12 months experience in conducting audits.

• Prior exp in handling Quality for Voice/Chat/ Email process. Candidate having experience in multiple domains are preferred.

• Must understand Audit & Coaching process.

• Excellent verbal written and comprehension skills.

• Technical knowledge of English communication sentence construction, grammar, punctuation etc.

• Effective Presentation, Feedback & Coaching skills

• Hands on experience on MS-Office; preferably on MS-Excel and Power Point

• Ability to handle/analyses data to generate Quantitative and Qualitative analysis.

• Candidates willing to be physically present in office are required.

• Tool knowledge: Freshdesk, Limechat. Shiprocket, Shopify