Roles and Responsibilities :
The candidate should have excellent problem-solving capabilities and lateral thinking skills.
International Process Experience with CHAT & EMail Handling would be additional advantage
Good Knowledge of Audit and Evaluation functions.
Analytical bent of mind.
Ability to handle pressure and a natural go better.
Ability to lead associates and drive Quality culture.
Understanding of the Business situation and capability to address issues.
Patience while giving feedback, Open to change, Multi-tasking skills, Interpersonal skills. Must be able to conduct audits for trainees during training and OJT (over and above floor audits). Driving quality initiatives in the team.
Handle Call Audits and Quality SLA's.
Responsible for Audit Accuracy & Quality Improvements.
Should have sound knowledge of Quality Tools (YB)
Should be flexible to handle new hire training
Min 2 yr of experience as QA is a must
Graduation is Must