Executive | Sr| Executive

Job Title: Executive / Sr. Executive

Job Location: Gurgaon

Department: CRM

Shift: 6 days working – Mon to Sat – 10 am to 7 pm
• Measures employee performance via recorded monitoring (Call audits)
• Measures process performance via data (data audit)
• Analyzes performance trend from audit data
• Ability to handle multiple tasks at a time.
• Works with manager CRM on employee coaching development to enhance or correct the behaviors that lead to excellent Customer Service Sales skills including process improvents.
• Responsible for timely closure of audit targets reports.
• Works on a variety of assigned special projects reports.
• Ability to plan prioritize work.
• Must be effective and efficient working in a team environment
• Experience of 3+ years in a Quality Assurance environment in a call centre. Demonstrated ability in achieving targets.
• Good knowledge of MS word, excel and power point.
• Ability to manage changing priorities, meet deadlines and adapt to a changing business environment
• Good problem solving decision making skills.
• Must be self motivated, detail oriented with good knowledge of Feedback sharing Techniques.

Candidate with experience in training new hire batches based out of Gurgaon will be preferred.

Should be proficient in Hindi/ English. Any added South language will be advantage.

Skills

QA with at least an associate’s degree/experience and the following skills

QA need a high level of attention to detail as well as the ability to lead teams and improve procedures.

Quality assurance – a solid foundation in quality assurance is a necessity in this role, since QA need to thoroughly understand processes in order to develop improved and effective procedures.

Team coordination – QA direct and oversee personnel within their departments, so effective leadership, coordination, and motivation skills are vital

Process enhancement – effective QA constantly find ways to streamline processes and boost efficiency, so they should have extensive knowledge of process improvement and enhancement.

Communication skills – effective verbal and written communication is also important in this role, as QA managers provide reports to production managers and business leaders to influence decision-making.

Technological Responsibilities: QA will also use statistical methods to take proper samples of calls received by CCEs and then create a report from the study results.

Flaw Understanding: QA must have an understanding of picking up flaws done by CCE on calls which can be either Process/Delivery Flaw.

Day vs Plans: The QA should know the strategic planning of +0 days of better QA of kickstarting the Sales Process. At the same place, 70-30 management of time.

Skills: crm,ms word,feedback sharing,quality assurance,statistical methods,analyzes performance trend,closure of audit targets Read more