QA cum Trainer
Posted Updated
A1 to A2
• Average PMI (last 6 months)/PMS rating 3 and above
• Min 1 year in current role
• No Warning Letter issued in the past 3 months
• Mandatory E-learning courses certified wherever applicable
- Work with the Ops &Training team and take responsibility for offering the customers. The highest functional quality services.
- Identify the knowledge gaps, process gaps & Language gaps and ensure documentation of the work flow process as per ISO
- Calibration with OPS/Training/Clients
- Monitor reports and analyze trends to provide inputs for increasing productivity in the shifts
- Take corrective actions by doing data analysis to improve process efficiency
- Resolve escalations arising out of feedbacks given by QE’s & TL’s in a manner which is convincing and just
- Ability to do a Root causes analysis and action planning
- Work upon the action plans to improve Call Quality
- scores/overall experience of the customer
Graduation