Job SummaryQuality Associate (QA) will be responsible for ensuring the call & email quality. The QA monitors required samples of voice & non-voice-based transactions on Quality Evaluation forms included with predefined quality parameters agreed between TECHM and Client. QA also publishes a comprehensive report on the overall quality of the project.ResponsibilitiesRandom & stratified sampling method will be used to audit the calls and emailsCoaching & Feedback sessionsJoint call monitoring sessions with respective assigned teams & other stakeholdersProvide process updates as per requirementConduct Team Huddles to discuss the quality scores and areas of opportunitiesProvide feedback/quality tips to improve customer experienceRecognize Agents with excellent performance levelsBottom Quartile managementRoot cause analysis as per requirement (Complaints, Negative Survey response etc.)Participate in internal/external calibration sessionsDSAT/ Detractor Management activitiesHandle production activities to answer call / chat / ticket volume spikesKey Deliverables (KRA/Measure)Knowledge & understanding of the process, evaluation & feedback, reporting and analysisEstablish controls on transaction processing aiming for a Zero-Defect OutputReport and publish Transaction Quality MetricsProvide feedback and suggestions for improvementGAP Analysis & ControlsAdherence & record maintenance to Internal and External QMS Audit RequirementsContinuous focus and drive to meet and exceedQualificationsExcellent verbal and written communicationExcellent skills on MS Office/Quality Tools / Data Analysis / Analytical Skills / ReportingRelevant working experience in an international Service Desk / Technical Support environment preferredITIL V3 Foundation trained preferredBasic knowledge on Statistical Process ControlShows flexibility/ownership & works under pressure situationExcellent communication skillsExcellent problem solving capabilities and lateral thinking skillsGood Knowledge of audit and evaluation functionAnalyticalFluent in English and French
Job Title
Bilingual Call Center Quality Associate