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Quality Lead

2.00 to 5.00 Years   Hyderabad   20 May, 2023
RDP Workstations Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryRs 2.0 - 5 Lakh/Yr
IndustryIT - Hardware / Networking
Functional AreaCustomer Service (Domestic)
EmploymentTypeFull-time

Job Description

    Special Note: Job Application will be considered ONLY if applied through the below Link:https://rdp.in/jobs/detail/help-desk-quality-lead-318
    1. Auditing calls and the responses provided by the agents and to evaluate the customer experience.
    2. Abide by all Helpdesk policies and processes, including but not limited to code of conduct, attendance, and floor discipline.
    3. Coach Technical Support Executives on evaluation trends to improve their technical capabilities
    4. Help technical support executives to understand appropriate troubleshooting approaches.
    5. Adherence to QA guidelines & Deadlines and prepare reports to communicate the outcome of quality activities.
    6. Support management focuses on review of key drivers, metrics and operational processes that drive KPI results.
    7. Unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.
    8. Identify areas of improvement in associate performance through trending and analysis.
    9. Monitor calls to ensure Client and company standards are maintained.
    10. Publishing Quality reports/Dashboard (Daily/Weekly/Monthly)
    Top 10 Requirements2-3 years of experience preferably as Voice Process Audit Quality Analyst.
    1. Have experience of team handling of minimum 15 team members.
    2. Strong troubleshooting knowledge on both hardware & Software areas.
    3. Should possess good analytical knowledge.
    4. Should have good communication skills-English and Hindi
    5. Should Understand Quality Metrics and be able to perform audits and Provide analysis
    6. Understanding of operations reports & MIS.
    7. Should have working knowledge on the Ticketing Tool System.
    8. Should Adherence to QA guidelines & Deadlines and prepare reports to communicate outcome of quality activities
    9. Immediate Joiners are preferred.
    Special Note: Job Application will be considered ONLY if applied through the below Link:https://rdp.in/jobs/detail/help-desk-quality-lead-318Benefits / Compensation:Salary - Best in the Industry.
    1. Incentive - Best in the Industry.
    2. Medical Policy for the Candidate Family.
    3. Career Growth.
    Special Note: Job Application will be considered ONLY if applied through the below Link:https://rdp.in/jobs/detail/help-desk-quality-lead-318

Keyskills :
quality assurancecall audit

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