French QA - Gurugram, Haryana, India - Foundever

Foundever

Verified Company

Gurugram, Haryana, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

French & English communication skills

B2 High and above
Minimum of 1 years' experience within a contact Centre environment as a Quality Analyst
Experience within customer services(Voice process)
Excellent leadership and communication skills
Should be comfortable with Rotational Shifts and Week Offs
Strong coaching and peopledevelopment skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Well versed with Quality tools and terminologies
Basic knowledge of creating dashboards and usage of MS Office

Creative thinking

Education
Graduate

**Quality Analyst

Operations**
Roles and Responsibilities:Responsible for calibrating and supporting quality standards.

Participates in joint call (contact) monitoring with client, client services team and call center team.

Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner.

Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause.

Monitor quality and accuracy attributes; recommend solutions to address root cause.

Assist in customization of quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals.

Provide recommendations on improving the quality process to achieve goals and objectives.

Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated.

Coordinate efforts with Educational Services to ensure that appropriate training and development is in place to address client quality initiatives.

Monitor COPC requirements for the site.

Education (if beyond High School or equivalent): Minimum Graduate(Any Bachelor's Degree Holder would be eligible).

Experience Target (in this job or a related function/field): One or more years' experience demonstrating knowledge of call center operations, goals and processes.

Skills:
(identify essential skills required, and identify additional skills that enable success in performing this job)

Basic PC skills. Strong customer service and interpersonal skills. Good verbal and written communication skills. Research, analytical and problem-solving skills.

French & English communication skills
B2 High & above
Minimum of 1 years' experience within a contact Centre environment as a Quality Analyst
Experience within customer services(Voice process)
Excellent leadership and communication skills
Should be comfortable with Rotational Shifts and Week Offs
Strong coaching and peopledevelopment skills through call listening, quality feedback, etc.
Ability to deal with demanding customers and escalations
Energetic and motivating individual
Well versed with Quality tools and terminologies
Basic knowledge of creating dashboards and usage of MS Office

Creative thinking