Quality Analyst Job in Skill-lync Inc
Job Summary
Job Description
We are looking for a Quality Analyst (QA) who will be responsible for monitoring and assessing the quality of the performance of Support Engineers.
What you will Do
- Listening of call recordings for the calls made or received by the support engineers to check required quality parameters are achieved.
- Ensure effective customer service has been provided on-call by respective engineers.
- Scoring of calls based on call quality parameters like Soft skills, process goals, customer service, Telephone Etiquette, and documentation.
- Providing inputs for the betterment of the process.
- Analyzing customer's feedback or complaints to determine the root cause and prepare a plan of action to avoid similar issues in the future.
Keyskills
Requirements
- Excellent verbal and written communication skills.
- Should have good command on the English language
- Good listening skills
- Ready to learn and understand new process and implement new updates
- Should have knowledge of call quality parameters
Experience Required :
2 to 4 Years
Vacancy :
2 - 4 Hires
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