HotelKey Looking for Quality Analyst- Tech. Support at Nagpur, Maharashtra Full Time

Experience: 2 – 3 Year’s)

HotelKey Overview

Job Posting Date: 02 Aug 2023

HotelKey is a global software company providing innovative software solutions and services for the hospitality industry – serving both enterprise brands and independent hotels alike. While we at HotelKey are still early on in our journey, we have achieved some impressive accomplishments, including having our software solution get selected at over 12,000+ properties and being the mandated PMS software at three major hotel enterprises.

We have accomplished this success by being committed to providing our customers with industry leading products and outstanding customer service. And we recognize that we are only able to accomplish these things and provide top-quality service by first taking care of our employees.

We are looking for motivated, enthusiastic team players with a passion for technology to join our growing team!

Description

Tech Support Quality Analyst will monitor inbound /Outbound / chats to assess employee demeanor, technical accuracy, performance, and conformity to company policies and procedures. Audit for accuracy and provide feedback to reduce errors. QA Analyst will be responsible to promote and implement call center processes and procedures manual as needed to support leadership to drive results on key areas of focus for improvement and provide critical summary data to drive improvements to main areas of opportunity in alignment with the strategic plan of the Contact Center.

Responsibilities

• Monitor, Analyze, Audit, and Assess the quality of inbound, and outbound calls to identify the areas of Improvement which did not meet the predefined performance standards.
• Provides Structured and timely feedback of the audits Verbal/Written to all the stakeholders within the organization and helps TSA’s in improving their performance.
• Prepare and present statistical data to identify the issues in performanc.
• Offer solutions and suggestions for process improvement.
• Maintain confidentiality regarding performances and results
• Conduct one on one feedback, facilitating calibration/group sessions regarding quality programs.
• Performs Mock -Calls with new hires post-training to determine readiness for moving into teams.
• Ability to work in a constructive, unbiased, and collaborative manner establishing positive work relationships & partnering with the Management, Leadership & Training Team.
• The Quality Analyst is responsible for the overall quality of the customer interactions, making improvement recommendations to the Leadership team and monitoring the result of the stated recommendation.

Requirement

• Minimum of 2 years as a QA in an International Contact Centre with call audit and quality assurance experience.
• Minimum of 3 years of experience in a call center.
• Excellent communication, listening, and observation skills.
• Proficient with Quality Management tools.
• Must have knowledge of Audits, Feedback, Calibration, Briefing Session and Dip Check.
• Bachelor’s or Master’s degree.
• Ability to work independently in 24×7 environment, multi-task effectively with general direction and guidance.
• Available for full-time work from Office.

You’ll Succeed With –

• Ability to work autonomously, self-starter.
• Strong communication and interpersonal skills.
• Proven ability to work in a team environment.
• Flexibility to work miscellaneous hours on an as-needed basis.
• Ability to work through and troubleshoot issues that arise with a solution-oriented mentality.
• Attention to detail and ability to multitask with time sensitivity.
• Excellent written and communication skills, English fluency.

What You Can Expect From HotelKey –

As we previously mentioned, HotelKey cares about its employees and is invested in their growth and success. If you join HotelKey, you can expect the following benefits:

• A friendly place to work alongside fantastic people.
• A flexible work schedule in a fast-paced, high-growth company.
• Competitive compensation.
• PTO & paid holidays.
• Health insurance.
• Provident Fund

HotelKey is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

HotelKey is committed to the full inclusion of all qualified individuals. This means that HotelKey will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions please contact our HR team via email at [email protected] or [email protected]

Contact Us : [email protected]