QA cum Trainer

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