Job Description for QA for Inbound, Email and Chat process.
Well Versed in Quality Audit and Verification Process.
Should have worked for Voice, non voice OR Chat process.
Good Communication Skills.
Awareness about quality activities (e.g. Calibration, Feedback Mechanism, Q on Q, TNIs Preparation).
Aware about 7 QC Tools
Knowledge of MS-office Excel, PPT and Quality dashboards/Reports.
Coordinates and facilitates call calibration sessions for agent.
Daily check on Quality Report .
Prepares and analyzes internal and external quality reports. Responsible to handle client escalation.