Bengaluru, Karnataka

Full Job Description

Responsibilities:

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of calls and chat process agents who deal with our existing, potential new users.
The QA will monitor inbound calls, sales calls and/or chat responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
Assist in developing, creating and implementing processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall My Bill Book users experience.
Participates in design of call and chat monitoring formats and quality standards. Perform call and chat monitoring and provide trend data to the management.
Participates in users listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed.
Provides feedback to associates, team leaders and managers. Prepares and analyzes internal and external quality reports for review.

Requirements:

Prior Experience 1+ years in call QA process
Bachelor Degree and excellent verbal, written and interpersonal communication skills
Must be self-motivator and self-starter
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the Company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Microsoft Office (intermediate Word, basic Excel)
Proven track record of improving the process
Should be able to work in High Pressure environment
Excellent English, Kannada, Tamil, Telugu, Malayalam communication skills
Great at relationship building & negotiations skills