Quality Analyst – Support

2 - 5 Years

Job Description

Key Responsibilities
•Responsibilities including barging call/emails/chats and score agents accordingly.
•Monitoring daily workflow, Quality and ensuring that correct procedures are followed.
•Identifying and resolving escalated queries of customers raised by operation and client.
•Providing all process related reports to operation as and when required.
•Participating client calibration and emails with quality assurance.
•Documenting scores and analysis for calibrated agents.
•Ensuring guidelines are followed by agents as directed by clients.
•Providing and evaluating training or QA session to the new hired and less experienced agent.
•The improvement of Service Desk / Support agents’ performance.
•The improvement of call, voice, and email quality made by agents.
•A continuous improvement in contact centers’ (Support) processes internal and external.
•Highlighting areas of risk within business.
•Identifying and addressing potential customer interaction issues.
•Increased customer satisfaction and planning.
•Produce monthly CSAT trend with analysis for operational review meetings.
•Prepare call quality report for Support agents to help building the ranking report.
•Listen to Support agent’s calls and provide improvement plans.
•Coach Support team members.
•Work with customer for any soft skill related escalations and resolve in a timely fashion.

Required Candidate profile

Desired Skills/Experience
•Experience - 1- 5 years
•Excellent oral and written communication skills.
•Must have experience in evaluating quality and performance in Support domain.
•Must be comfortable in working 24x7 shift environment.
•Must be a graduate, preferably B. Tech.
•Should have good working knowledge of Microsoft Office.
•Must have provided customer support via telephone, and portal to customer service issues including account management, & Technical Support issues such as troubleshooting download, configuration of the product and Installation issues Or Previous call center experience.
•International voice experience is a plus.

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Quality

Role:Quality Assurance/Quality Control Executive


Desired Candidate Profile

Please refer to the Job description above

Company Profile

RoboticWares Pvt Ltd

FarEye is a SaaS mobility platform solving the problems faced by logistics enterprises. They enable digital logistics for Carriers, Shippers & Hyperlocal Deliveries!
It is a carrier agnostic SaaS platform that digitalizes logistics by integrating and optimizing business processes and adding a predictability layer to make them more efficient. It can build applications with a simple drag and drop feature, enabling organizations to reduce time to build new processes from quarter(s) to week(s).
It has designed the world’s first BPM Engine for the modern-age logistics function, enabling companies to become agile and reduce their go-to-market time. FarEye seamlessly integrates customers and suppliers impacting not only the cost side of the value equation, but also fuels growth by enabling businesses to create value added services on top of its platform. These offerings, including but not limited to - time-slot deliveries, parcel shops & locker deliveries, direct to consumer model, easy returns, elastic logistics, crowdsourcing, customizing delivery happiness platform, personalized deliveries and many others – increases revenue streams and give businesses a competitive edge.
With a presence in more than 20 countries, FarEye enables digital logistics for the world's largest retailers like Walmart, Future Retail & Amway, logistics companies like BlueDart and eCommerce giants like Noon. FarEye executes more than 500 million shipments annually for more than 100+ clients across APAC, Middle East, Europe and America.
Recognition and Rewards-
• Recognized as a “Great Place to Work” in 2019 in India
• Transport & Supply Chain Visibility Solution of the Year -2019
• World Post and Parcel Awards 2017
• Deloitte Tech 150 APAC listing-2017
• Gartner mentions FarEye in market guide for Vehicle Routing and Scheduling

For further information, please visit www.getfareye.com
View Contact Details+

Contact Company:RoboticWares Pvt Ltd

Reference Id:FE/TechS19/02