Graduates Vacancy at Acko: Check Post Details

Overview:

Acko is hiring an experienced Quality Analyst at their Gurgaon location. You will be a change agent and promote high standards of Quality at all times and audit escalations, emails and voice interactions for the Contact Center.

The complete details of this job are as follows:

Roles and Responsibilities

• Provide 1-1 feedback to agents and coach them to deliver high standards of Customer experience consistently
• Calibrate with other Quality Analysts regarding updates and feedback guidelines
• Liaise with the Operations team to identify factors impacting Quality and work towards improving overall floor performance.
• Develop and share reports to provide you and the management with conclusive insights on TNA, process/product gaps and agent improvement opportunities
• Keep excellent customer experience as the end goal and identify areas of improvement in process
• Collaborate with other teams (tech, product etc.) to streamline and optimize the customer experience journey at Acko
• Participate and drive standard Quality practices such as calibrations, PKTs, QA huddles

Job Requirement

• Skill Set  Experience in Social media chat process and ORM
• Excellent communication skills (English and Hindi – written and verbal)
• Analytical ability – to identify issues/process gaps and come up with possible solutions
• Outstanding customer service skills and dedication to provide exceptional customer experience
• Solid time management and organization skills
• Must be able to effectively deal with people and escalation scenarios
• Must be proficient with Microsoft Office (intermediate Word and Excel)

Educational Qualification:

• Bachelorʼs degree required.
• Professional Experience:
• Hands-on experience in coaching and training individuals

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