About Etech Etech is a leading provider of customer engagement solutionsand services utilizing inbound and outbound voice as well as web chat.For over a decade, we have been helping companies cost effectivelyacquire new customers and maximize profits by servicing and growingexisting customers. We are a Tier One preferred provider for Fortune 500companies and employ roughly 3,000 team members operating in 8 GlobalCenters (5 in the US, 2 in India, and 1 in Jamaica) Department: EMS(Effective Monitoring Services) Reports To: Asst. QA Lead / QA LeadLocation: Gandhinagar, Gujarat Summary: The EMS department seeks aQuality Analyst (QA) to review customer interactions (calls, chats, andemails) and complete quality assessments for designated campaigns toensure good customer service, and adherence to the policies andprocedures per the pre-defined guidelines of the campaign. The personwill work closely with QA Leads as well as Operations/Client contacts toprovide feedback on opportunity areas, make recommendations on areas thatmay need new, ongoing or remedial training. In addition, they will needto capture VOC (voice of the customer) and provide BI (BusinessIntelligence) inputs. A significant part of this job includes reviewingand completing quality audits for assigned campaigns. EssentialResponsibilities: Completes quality audits in accordance withcurrent campaign guidelines. Uses designated tools to ensure targets aremet and turnaround times are adhered to with defined accuracy standards. Provides written and verbal feedback to leaders/operations/clientson quality scores with areas of opportunities at agent, process andcampaign level. Provides necessary feedback to operations orclients to ensure critical compliance and behavior issues are reported orescalated, including unethical actions. Assist Leaders withimproving customer interactions, sharing feedback on calibration callsand provide input for recommendations. Assists with routine and adhoc requests. Supports projects and initiatives within thedepartment. Maintains confidentiality of all reports, files,schedules, databases, and documents; as well as all customer andproprietary information. Sends data and reports to accountstakeholders if needed. Core Competencies/Skill Set: Flexible inworking hours is a must Good oral & written English skills andinterpersonal communication skills Exceptional listening andanalytical skills. Ability to display excellent customer serviceto meet the needs and expectations of both internal and externalcustomers. Ability to effectively organize, prioritize, multi-taskand manage time. 2 of 2 P a g e Ability to work independently. Excellent attention to detail. Ability to exercise strictconfidentiality in all matters. Qualification and Experience: Graduate or equivalent. Minimum 1 year work experience; Qualityexperience is an added advantage. Computer proficiency in MSOffice Outlook, Word, Excel, and PowerPoint.
Effective Teleservices Private Limited is looking for .
Looking for Any Graduate / Post Graduate graduates profile.