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    Hiring for Technical Quality Analyst - Gurugram, India - Concentrix

    Concentrix
    Concentrix Gurugram, India

    Found in: Appcast Linkedin IN C2 - 4 hours ago

    Default job background
    Accounting / Finance
    Description

    Job Description

    Role: Technical I, Global Service Desk

    Location: Gurugram (Work From Office)

    Shifts: 24*7 Shift, Predominantly night shifts/US Hours

    Excellent Communication Skills

    Looking for Immediate joiner only

    Technical Support Background is Mandate.

    • Monitor Calls & Transaction as well as meet the monthly target.
    • Report results of evaluations to appropriate Quality/Operations stakeholders on a daily, weekly, and monthly basis.
    • Achieve departmental productivity requirements. Facilitate and/or participate in calibration sessions with stakeholders.
    • Facilitate remote call monitoring sessions as needed. Maintain forms and definitions documents. Participate in performance improving task forces with Management and stake holders.
    • Participate in internal quality audits (e.g. periodic audits of all related processes to determine process control and efficiencies) and recommend changes.
    • Quality monitoring and reporting for service delivery. Adherence to Transactional Quality. Perform analysis of query/call listening results to develop business cases.
    • Deploy and share VOC survey results with stakeholders and facilitate action planning sessions.
    • Provide periodic assessment on quality performance to deliver promised customer experience.
    • Develop reports pertaining to key learnings and observations during quality auditing process.
    • SPOC for sharing quality observations with individual functional owners.
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