Quality Assurance Executive
Invenzee Buildcap Fintech Private Limited
Indore, Madhya Pradesh, India · Full Time
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- Experience
- 1–2 yrs
- Salary
- INR 20,000 – INR 25,000 / month
- Openings
- 1
- Posted
- 3 மணி நேரம் முன்
- Work mode
- In office
- Education
- Any graduate
- Eligibility
- Open to graduates with 1 to 2 years of relevant Quality Analyst experience in domestic voice BPOs, preferably with Airtel or telecom process background. Immediate joiners or candidates able to join within a short notice period are preferred.
- Resume
- Required to apply
Where you'll work
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Job description
About the Role
We are seeking a meticulous and analytical Quality Assurance Executive to oversee and enhance call quality and customer experience for the Airtel Inbound Customer Support process based in Indore. The candidate will be integral in conducting detailed call audits, identifying gaps in processes, providing actionable coaching, and collaborating with various teams to uphold excellent customer satisfaction and performance metrics.
Responsibilities
- Conduct audits of live and recorded inbound customer calls, assessing them against set quality standards.
- Assess agent capabilities including communication skills, soft skills, knowledge of processes, and adherence to compliance norms.
- Deliver individualized coaching and feedback aimed at enhancing agent performance.
- Engage in calibration meetings with Quality Managers, Trainers, and Operations teams to ensure uniform scoring standards.
- Analyze training needs and detect recurring agent errors to relay information to the Training department.
- Monitor key performance indicators such as CSAT, FCR, AHT, and Quality Scores to ensure compliance with client SLAs.
- Prepare and maintain quality reports, audit dashboards, and performance trackers on a daily, weekly, and monthly basis.
- Report critical errors, compliance issues, and customer pain points to relevant stakeholders.
Requirements
- Graduate degree in any field.
- 1 to 2 years of experience working as a Quality Analyst in a domestic voice BPO environment.
- Previous experience in Airtel or Telecom customer service processes is highly advantageous.
- In-depth knowledge of call evaluation criteria, quality assurance tools, and coaching methods.
- Proficient in Microsoft Excel (pivot tables, formulas) and PowerPoint for reporting purposes.
- Strong verbal communication, attentive listening, and analytical abilities.
- Available as an immediate joiner or with a short notice period.
- Ability to thrive in a high-volume inbound customer service setting with rotational shifts and a six-day work week.
Additional Information
- Work environment includes six-day workweek with shift rotations.
- Candidate is expected to join immediately or within a short notice timeframe.
Compensation
The offered monthly salary ranges between INR 20,000 to INR 25,000.
Minimum education
Bachelor's Degree