Designation: Quality Executive- Kalyaninagar Pune
Location: Kalyaninagar Pune
Experience: 6 month to 5 year in any Insurance (Banking) Process
Education: Any Graduate who has fluent English communication skills
Identify the knowledge gaps, process gaps & Language gaps and ensure documentation of the work flow process as per ISO.
Take corrective actions by doing data analysis to improve process efficiency
Ability to do a Root causes analysis and action planning.
Work upon the action plans to improve Call Quality scores
Set quality measurement metrics as per SLA parameters.
Define and set quality control charts to ensure that overall SLA quality scores are always met.
Random sample quality audits on agent performance.
Providing feedback to agents for improvement areas.
Conduct Quality improvement projects
Leadership skills, Good analytical & reasoning skills, working knowledge of MS Office applications, excellent communication / interaction skills.
Interested candidates can directly contact on 7387696076 or 02066060756 can send your CV to Smita.Mirajkar@tata-bss.com
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Quality
Role: Quality Assurance/Quality Control Executive
Desired Candidate Profile
We cater to multiple industry verticals and provide multi channel service delivery
including voice support in 10 different languages out of our world-class centers at
Pune, Hyderabad and Mohali in India & USA centres at Florida and Ohio.
We employ a 5000 strong skilled workforce across the globe that provides 24×7 support to our valued customers with expertise in multi-channel and multi-lingual service delivery. We specialize in Voice based in-bound and out-bound interactions and interactions through E-mail, Chat and Collaborative Web sessions.
Recruiter Name:Gorthi Nageshwar Rao
Contact Company:TATA Business Support Services Ltd.
Source by naukri….