Quality Analyst(Sr./Jr.)

Salebuild ITES Pvt. Ltd.; Pune District; On-site; INR 420,000 - 650,000; Full time

Job summary

Salebuild ITES Pvt. Ltd. is seeking a QA-focused Call Center Associate to help design and enforce call monitoring formats and quality standards in a fast-paced technical support environment.

You will monitor calls, compile trend data, and share actionable insights with site management and internal support groups to drive service improvements.

Qualifications

• Two plus years of call center customer care experience, preferably in a technical environment.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
• Intermediate to advanced level of knowledge with Internet technology; familiarity with cable modem technology desired.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment.
• Dedication to providing exceptional customer service.

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at individual level.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.

Skills

Call center experience

Communication skills

Analytical skills

Teamwork

Customer service

Tools

Word

Excel

PC hardware/software

Job description

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to site management team.
• Uses quality monitoring data management system to compile and track performance at individual level.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Provides feedback to call center team leaders and managers.
• Prepares and analyzes internal and external quality reports for management staff review.

Qualifications

• Two plus years of call center customer care experience, preferably in a technical environment.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).
• Intermediate to advanced level of knowledge with Internet technology; familiarity with cable modem technology desired.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment.
• Dedication to providing exceptional customer service.