Quality Analyst Solution Delivery Jobs in Hyderabad at Arccaa Analytics And IT Solutions LLP

Last Updated: Aug 15, 2021 05:10 IST


Company Name
Arccaa Analytics And IT Solutions LLP
Job title
Quality Analyst Solution Delivery
3-7 Years

Job Profile

Quality Analyst Solution Delivery
Experience : 3 - 7 years
Client : ORBCOMM (Permanent)

Job Description:
  • Process audits to check the delivery of service daily, highlighting any deviations from the set standards Assess agent performance over a call, email & chat and to provide feedback to the team members to improve their performance, there by facilitating a high level of customer satisfaction.
  • Recording the results of such audits & assessments in excel and sharing the same with the team, in a timely manner.
  • Preparing and maintaining weekly & monthly trackers, reports to scale the performance improvement of the team members as well as the process.
  • Conduct calibration and training sessions on a regular basis, for the team members, identifying the areas of improvement.
  • Will also be responsible for providing inputs in developing & implementing quality standards.
  • Work in lockstep with the leadership team towards the improvement of the overall performance.
  • Collate and maintain data from various sources/applications to make available for the leadership team.
  • Preparation of dashboards, scorecards and reports to meet business and process deliverables on a timely and regular manner.
  • Conduct analysis on various reports/data identifying trends/issues to support decision making.
  • Responsible for taking charge of the queries (via email or phone or chat) from the customers using the products of Orbcomm.
  • Excellent verbal, written, and interpersonal communication skills in English
  • International inbound calling experience mandatory
  • Proficient knowledge and usage of MS Office products (Excel, Access & SharePoint)
  • Willing and flexible to work in shifts (predominantly night shifts)
  • Quick learner with an analytical approach and attention to detail
  • Ability to work effectively in an independent setting as well as part of a team.
If you are interested please forward your profiles to pavithra.t (at) aaits.in

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Key skills
Quality Analyst, Solution Delivery, Email Support, Chat Support, Quality Auditor, Audit
ITES/ BPO, IT/ Computers - Software
Process audits to check the delivery of service daily, highlighting any deviations from the set standards Assess agent performance over a call, email & chat
Last Date

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