Quality Assurance Analyst Job in Gurgaon at Globiva Services Private Limited

Globiva Services Private Limited is hiring for the role of Quality Assurance Analyst!

Responsibilities of the Candidate:

• Auditing of calls and complete analysis of service requests.
• Sharing One-O-One Feedback with agents based on audits.
• Works with Operations team to develop the overall process improvement strategy and quality plan.
• Monitoring if CCE has used the right telephone etiquettes and followed appropriate hold procedures and has given a proper resolution for the customer’s request.
• Highlighting issues as per the quality parameters.
• Sharing daily reports & Quality Scores with the team.
• Participating in internal & external calibration sessions with Quality/Operations.

Requirements:

• Excellent verbal, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Ability to multitask and successfully operate in a fast paced, team environment.