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Voice Process Quality Analyst
Il y a 2 mois
Job Summary:
Zia Solutions is seeking a highly skilled Call Quality Auditor to join our team. As a Call Quality Auditor, you will be responsible for ensuring the highest level of quality in our customer interactions.
Key Responsibilities:
- Support Operations Team: Collaborate with the operations team to ensure timely task reporting and provide support as needed.
- Validate and Data Tagging: Validate and accurately tag data for quality processes to ensure compliance and quality standards.
- Accuracy and Deadlines: Ensure accuracy and meet deadlines for all quality-related tasks.
- Team Collaboration: Collaborate with team members to achieve quality goals and objectives.
- Quality Reporting: Report to the Quality Manager daily on quality metrics and progress.
- SOP Compliance: Follow Standard Operating Procedures (SOP) for data tagging and quality processes.
- Effective Communication: Demonstrate effective communication skills to ensure clear understanding of quality processes and expectations.
- Quality Metrics: Understand call center quality metrics and identify areas for improvement.
- Process Improvement: Identify process issues and provide solutions to improve quality and efficiency.
Requirements:
- QA Experience: 2 years of QA experience in US sales/marketing.
- US Sales Voice Process Experience: Experience working with US sales voice processes.
- Audits and Feedback: Familiarity with audits, feedback, calibration, and other quality-related processes.
- Technical Skills: Proficient in MS Office and Google Sheets.
- Language Skills: Strong written and verbal English skills.
- Work Arrangements: Immediate work-from-home capability and comfort working in US shifts.
What We Offer:
- Competitive Salary: Up to 6 LPA + incentives.
- Benefits: Both side cab + 1-time meal provided.
