Quality Analyst
| Desired Experience in Years | : | 3-4 years |
| Number of Openings | : | 0 |
| Location/s | : | Hyderabad |
The Quality Analyst participates in a supportive role by acting as a liaison between customer and support departments within the organization, to ensure that all tickets are resolved as per International BOP standards. Evaluate & audit conversations/transactions of the technical support Engineers as per pre-defined guidelines ensuring zero quality variance while developing evaluation programs that maximizes the output and productivity.
Responsibilities
Basically work on a continuous process of evaluating and identifying key behaviors and defects that drive or reduce customer satisfaction and improve customer experience as per ITIL Protocol.
Assess customer support engineers’ interaction with customers against a set of quality standards, including soft skills & courtesy and troubleshooting process .
Identifying the Red flags/area of improvement from support teams and formulate & implement improvement plans accordingly.
Documenting the FAQs, doing the needed analysis and preparing scripts for support engineers.
Must have information about what other firms within the call center industry are practicing to improve customer relations and accordingly formulate
Ensure that customer expectations are met during the troubleshooting process as per International BPO standards.
Abide by all computer hardware troubleshooting processes to perform call audits.
Project management experience for implementing quality initiatives. .
Understand and follow the Customer Satisfaction (CSAT), Customer Effort Score (CES) & Net Promoter Score (NPS) methodology
Publishing Quality Audit reports/Dashboard (Daily/Weekly/Monthly).
Requirements
Education: Bachelor’s degree with ITIL certified v3 or v4 is Preferred.
Experience: 3-4 years of experience preferably as Voice Process Quality Audit Analyst.
Age: Minimum 25 to 35 years.
Good troubleshooting knowledge on both hardware & Software areas.
Should have good communication skills-English and Hindi.
Should have working knowledge on the Ticketing Tool System.
Experience in working with technical support environment
Should Understand Quality Metrics and be able to perform audits
Knowledge of 7 QC tools.
Immediate Joiners are preferred.
Benefits/ Compensation
Salary - Best in the Industry.
Incentive - Best in the Industry.
Medical Policy for the Candidate and Family.
Career Growth.
Company Mission
Current India is walking towards Atmanirbhar Bharat, and the Government of India has taken a huge initiative at the policy-making level to make it happen by releasing the Vision Document on Electronics Manufacturing Roadmap to make India a powerhouse to reach USD 300Bn in electronics manufacturing by 2026 from a current USD 75Bn.
Make in India (MII) is one such subset Initiative where the Government of India has asked all Government Departments (55,000 in GeM) to buy only Make In India IT Hardware products (where local content is 51% or Class 1 Supplier) this has opened the doors for many Indian brands like RDP to take part in nations mission by manufacturing most affordable high quality make in India IT Hardware products from India to the World by becoming Local Champions.
PLI (Production Linked Incentives) is also a special incentive by the Government of India to local manufacturers to be competitive in the global markets.
