Enormous IT Looking for Quality Assurance Technical Support at Bengaluru, Karnataka Full Time

Quality Assurance Technical Support

Experience: 3+ years

Location: Remote

Roles and Responsibilities:

• Evaluate and provide feedback on how Client Experience teams interact with customers by monitoring, reviewing and scoring calls, emails, and all other relevant channels of support
• Support and coach agents in call planning call management and coaching and mentoring.
• Act as a resource person and coach for agents in Case Management, Quality, and Procedural matters.
• Analyze call, email and case management quality, provide constructive feedback to agents and determine training needs.
• Actively contributes to the continuous improvement of the department:

– Collaborate in the design, implementation and refinement of quality standards that exceed our clients’ expectations.
– Participate in the analysis of quality procedures and processes, report problems and suggest improvements.
– Contribute to the updating of quality assurance grids, criteria, and documentation.
– Train and coach agents to achieve the Key performance indicators (KPIs).

Desired Candidate Profile:

• You have a minimum of 3 years of experience in Customer contact center or technical support in a dynamic and changing environment.
• You demonstrate a strong interest in customer satisfaction and a high level of quality awareness.
• Previous experience working in a Quality Assurance role is highly preferred
• You know how to adapt to a constantly changing environment and enjoy bringing new ideas to the table.
• You value teamwork and enjoy sharing your knowledge and opportunities for improvement in a positive manner.
• You are self-critical and constantly seek to improve.
• Strong computer skills. Knowledge or understanding in the following tools: Air Table , Management Studio, Outlook, Fresh desk

Job Type: Full-time

Salary: Up to ₹949,555.87 per year

Day range:

Shift:

• Night shift
• Rotational shift
• UK shift

Experience:

• total work: 4 years (Preferred)
• technical support: 3 years (Preferred)
• quality assurance: 3 years (Preferred)

Speak with the employer
+91 7093334448