Job description
We are looking for Quality Analyst for international Travel Process.
Job Location- Noida Sector – 59
Shifts- 24X7, 6 Days working
Process Type- Travel Sales & Customer Service process.
Job Responsibilities:
- Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feedback & Coaching, Call Monitoring experience. CSAT, NPS and AHT.
- Able to effectively meet contractual SLAs pertaining quality audit targets
- Deliver feedback on all audited transactions within the specified timelines
- Conduct Team briefings on performance, qualitative inputs, process updates, top errors identified through monitoring, Q&A
- Lead Calibration & call listening sessions with cross function teams to ensure quality standards are maintained
- Experience/Knowledge of 7 QC tools. Pareto Analysis, Check Sheet, Fishbone, WHY-WHY Analysis, Dip Checks, Feedback &Coaching, Call Monitoring experience. CSAT, NPS and AHT.
- Ability to coach at an agent level & review performance on the end metric – CCR, C-SAT
- Visual Management – Team wise daily and MTD scores on Quality, CSAT, CCR To help in identifying gaps in the Process or Technology & make recommendations to streamline the same.
- Knowledge, Skills, Other Abilities:
- Excellent oral, written and interpersonal communication skills
- Exceptional listening and analytical skills
- Excellent command on MS Excel/Advance Excel.
Perks and Benefits
PF/Insurance/TA
performance- based incentives.
Contact – 9205605457 (Call / WhatsApp)
Email- Kuldeep.saxena@affixious.com
