Quality Assurance Analyst
- Healthkart
- 1 - 3 years
- Delhi, NCR
- 1 day ago
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Job Description
Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call center associates who deal with our customers. The QA will monitor the inbound and outbound calls, emails and chat responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures
Basic JD's are as follows:
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Performs monitors of customer care email responses.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides feedback to call center team, leaders, and managers.
- Prepares and analyzes internal and external quality reports for management staff review.
- Auditing of calls and complete analysis of service requests.
- Preparation of daily dashboards & Analysis of reports/data.
- Sharing daily reports & Quality Scores with the team.
- Sharing One-O-One Feedback with agents on the basis of audits.
- Monitoring if CCE has used the right telephone etiquettes and followed appropriate hold procedures and has given a proper resolution for the customer's request. Highlighting issues as per the quality parameters
- Perform other duties as assigned.
Job Classification
Industry: Fitness & WellnessFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: HealthkartLocation(s): Delhi, NCR
Keyskills: Communication Skills Call Monitoring Quality Analysis Quality Check Team Leading
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Healthkart
HealthKart, a part of Bright Lifecare Pvt. Ltd. , founded in 2011 is an online portal for dietary supplements and health devices in the Health care industry in India. Its India's biggest health store on the internet. Our singular mission is to provide access to authentic, quality, and affordable ...
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