Quality Analyst Job in Gurgaon at Acko
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Quality Analyst
Acko
Full Time Job
Not Disclosed
0-1 years
Posted 30+ days ago
Location
- Gurgaon
Skills Required
- Quality Analyst
- Customer Experience
- operations
- QA Testing
About this Job
Acko is hiring for the role of Quality Analyst!
Responsibilities of the Candidate:
- Be a change agent and promote high standards of Quality at all times.
- Audit escalations, emails and voice interactions for the Contact Center.
- Provide 1-1 feedback to agents and coach them to deliver high standards of Customer experience consistently.
- Calibrate with other Quality Analysts regarding updates and feedback guidelines.
- Liaise with the Operations team to identify factors impacting Quality and work towards improving overall floor performance.
- Develop and share reports to provide you and the management with conclusive insights on TNA, process/product gaps and agent improvement opportunities.
- Keep excellent customer experience as the end goal and identify areas of improvement in the process.
- Collaborate with other teams (tech, product etc.) to streamline and optimize the customer experience journey at Acko.
- Participate and drive standard Quality practices such as calibrations, PKTs, and QA huddles.
Eligible Degrees
+86 More
Who can apply
Documents Required
1. Resume
2. ID Proof (e.g. Aadhar Card, PAN Card, etc.)
About Acko
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