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 90 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