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Gurgaon

    Quality Analyst - Gurgaon, India - timesjobs

    timesjobs
    timesjobs Gurgaon, India

    1 week ago

    Default job background
    Full time
    Description

    Title:
    Quality

    No


    of Positions:
    2

    About RTDS:


    Real Time Data Services is a group of companies thriving in the domain of global information technology by serving clients in the field of Cloud Computing, Telecommunications and Unified Communication as a Service (UCaaS) since 2010.

    Our global tier-1 network and range of integrated data centres empower us to provide flawless services to global customers spread across the world via, Managed Hosting services, Managed storage and back up, managed database and colocation.

    Our expertise in cloud computing, cloud telephony & other IT services allows us to deliver solutions that simplify the business and enhance their performance.


    We provide the following services:
    Accounting and business applications on the cloud
    Server virtualization and consolidation solutions for building private clouds
    Cloud-based communication services to connect within organizations
    Provide a lean, scalable, Bespoke and cost-effective telecommunication service to help businesses expand their businesses

    We believe strongly that the space between Next and Now is How.

    How we ensure we are one step ahead of what the businesses need is by exploring and creating new frontiers.

    Converting technology trends into advantages for our clients is our forte and with our offerings we help enable our clients- business in their pursuit of Next.


    We host Accounting & Tax related applications and offer Desktop As A Service & Hosted VDIs to CPAs, SMBs and Enterprises.

    Our primary customer base is from USA, UK, Canada, and India.


    Credentials:
    More than 6,000 Clients globally
    Microsoft Direct Partner under the CSP Program
    Intuit authorized Commercial Hosting Provider
    Registered NASSCOM member since 2016
    Registered member of The Internet Telephony Services Providers- Association (ITSPA) in UK
    User Favourite Award by Accountex USA in 2016, Great User Experience Award- by Finances Online in 2018, K2 Quality Award for Customer Satisfaction in 2019
    Data centres located in Chicago, Dallas, Seattle, London and Phoenix


    Job Description:
    Responsible for Transactional Monitoring Calls/Chats/Emails
    Provide feedback to agents using prescribed feedback model to improve quality scores and C-Sat Scores.
    Conduct one to one Feedback sessions for Associates
    Mentoring and coaching agents on Quality adherence and parameters.
    Monitor adherence to compliance procedure and processes
    Design and develop Training modules for Process improvement.
    Conduct Refresher training based on the errors identified
    Conduct Training sessions for Agents/Teams for Quality improvement
    Perform Brainstorming and Root cause analysis to analyze data to provide suggestions to operation/management team
    Perform Case studies and Root cause Analysis to identify gaps and Suggest improvement plans.
    Identify and highlight potential risk areas and recommend preventive action
    Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board
    Data Analysis and maintaining designated Reports/Dashboards.
    Should be able to identify gaps and provide insights for process improvements
    Identify trends and recommend opportunities for improvement
    Should be able to mentor budding Quality Analysts.


    Requirement:
    2-5 Years Experience Required
    Excellent English Reading & Writing Skills
    Experience in QA methodology.
    Decent experience in quality control preferred
    Ability to document and troubleshoot errors.


    Desired Skills:
    Good team player
    Good learning aptitude


    Educational Qualification:
    B. Tech (Comp. Science) degree preferred. (BCA, B.Sc. IT can be considered as well)
    Good Academic Record.
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