
QA Executive – BPO ( US Project ) job in Lahore
Full time On-site @Abacus Consulting posted 1 month ago in Administration , in Consultants , in Information Technology ShortlistJob Detail
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Job ID 12801
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Experience 1 Year
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Gender MaleFemaleTransgender
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Industry Information Technology
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Qualifications Bachelor’s Degree
Job Description
Responsibilities:
- Monitor customer service performance at the agent and project level
- Identify training needs and organize training to meet quality standards
- Drive calibration sessions with internal or external with client
- Help agents improve their performance with specific instructions and constant support
- Design Training Programs that relate & contribute towards strategic goals
- Ensure day to day Quality operations are managed effectively & efficiently
- Continuously come up with plans to improve Quality across project
- Conduct audits as per defined guidelines and sampling for transaction monitoring
- Create and publish regular reports with management and clients (daily, weekly, monthly)
- Review current standards and policies, drive process improvement initiatives
- Identify gaps and conduct feedback and refresher sessions with agents to improve quality of calls
- To conduct quality induction for new hire batch
- Provide employees with training and coaching to help them improve their calls handling skills
- Track the performance of employees to identify trends and make sure they meet performance goals
- Keep records of quality reports, statistical reviews, and relevant documentation
- Analyze the data gathered, plan accordingly to improve quality & Customer experience
Education and Experience:
- Fluent with English Communication and confident personality,
- Flexible with timings and work routine (5 Days a week).
- Minimum Graduate (Preferably in Business Administration) with 2-3 years of experience in Quality Assurance in BPO Industry/ Contact centre or some other IT Industry with minimum of 1-2 years in lead position.
- Salary Range (70k-100k with other benefits)
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