Job Title: Quality Analyst (Non-technical)
Department: Etech Insights (EI)
Location: Gandhinagar, Gujarat
About Us:
Globally, we are over 3000 strong, and we are always searching for new team members which will offer fresh and innovative ideas and diverse approaches to everyday problem solving. Etech is governed by 12-character commitments: Integrity, Valuing People, Teamwork, Accountability, Communication, Vision, Adaptability, Humility, Creativity, Teachability, Positive Influence, and Courage. Together, these 12 commitments guide our workplace culture and set the tone for how we treat each other.
Visit us: www.etechgs.com
What You’ll Be Doing:
· Completes quality audits in accordance with current campaign guidelines and uses designated tools to ensure targets are met and turnaround times are adhered to with defined accuracy standards
· Provides written and verbal feedback to leaders/operations/clients on quality scores with areas of opportunities at agent, process and campaign level
· Provides necessary feedback to operations or clients to ensure critical compliance and behaviour issues are reported or escalated, including unethical actions
· Assist Leaders with improving customer interactions, sharing feedback on calibration calls and provide input for recommendations
· Assists with routine and ad hoc requests
· Supports projects and initiatives within the department
· Maintains confidentiality of all reports, files, schedules, databases, and documents; as well as all customer and proprietary information
· Sends data and reports to account stakeholders if needed
· Be open and responsive to consistent coaching; take an active role in performance planning and goal setting.
· Be flexible in an environment by championing and embracing change.
We expect you to have:
· Graduate or equivalent
· Minimum 1-year work experience; Quality (Non-technical) experience is an added advantage
· Computer proficiency in MS Office
· Flexible in working hours is a must
· Good oral & written English skills and interpersonal communication skills
· Exceptional listening and analytical skills
· Ability to effectively organize, prioritize, multi-task and manage time
· Ability to work independently
· Excellent attention to detail
· Ability to exercise strict confidentiality in all matters
Pay: ₹25,000.00 - ₹32,000.00 per month
Benefits:
- Flexible schedule
- Provident Fund
Application Question(s):
- What are the quality parameters?
- What are the 7 QC's tools?
- Do you have any work experience in Call Monitoring, Call Auditing and Root Cause Analysics?
Work Location: In person
