SANDEEP KUMAR | Apr 19, 2023 |
Acko is hiring an experienced Quality Analyst at their New Delhi 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:
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.
Bachelor’s degree required.
Hands-on experience in coaching and training individuals.
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)
To apply for this job, visit official website
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