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Contact Center QA Specialist

3.00 to 5.00 Years   Hyderabad   14 Sep, 2021
Epiq Systems
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryLegal
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

This position is responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions and resolving any complex quality assurance related inquiries from leads and supervisors.Essential Job Responsibilities

  • Conduct daily quality assurance reviews of CSR calls
  • Provide QA scores and feedback to leads for it to be delivered to CSRs
  • Resolve any complex quality assurance disputes arising from completed QA questionnaires
  • Help QA Supervisor in facilitating and leading weekly QA calibration sessions
Qualifications & Characteristics
  • High school diploma or equivalent
  • Ability to effectively communicate with co-workers, peers, and management through written and verbal communication
  • Must have strong experience the areas of staff development and direction, training, quality control, and document preparation.
#LI-DG1If you like wild growth and working with happy, enthusiastic over-achievers, youll enjoy your career with us!It is Epiq s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.,

Keyskills :
test executionenvironmentquality assurancecontact centerquality controlleadership skillsequal employment opportunitytest casestest scenariostest case design

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