Experience:
0 - 5 Years

Location:
Gurgaon

Education:
UG - Any Graduate - Any Specialization PG - Any PG Course - Any Specialization

Industry Type:
BPO/ITES

Role:
QA/QC Exec.

Functional Area:
ITES/BPO/KPO, Customer Service, Ops.

Posted Date:
01 Nov



Job Description

1. Audit transactions for Inbound as well as Outbound operations.

2. Audit transactions as defined under the sampling plan.

3. Ensure minimal variance in evaluations against the laid down call quality monitoring guidelines.

4. Provide Critical VOC to the business to improve processes and overall service delivery.

5. Escalate patterns or serious performance issues.

6. Report the scores and provide detailed feedback on the strengths and improvement areas.

7. Share periodic MIS with the supervisor on productivity and other defined quality metrics.

8. Share detailed analysis on performance basis the audits and recommend improvement actionables.

9. Ensure that the audit mechanism and methodology truly reflects the ‘as-is’ customer perception as captured in the CSAT studies
10. Reporting & analysis
Keywords:
Gujarati, Quality analyst, quality consultant, Call Monitoring, Call quality, Gujarati, call barging, CCE, CSR,CCO
Desired Candidate Profile

Candidate with the proficency on any of the regional languages i.e Gujarati / Marathi / Punjabi / Kashmiri  along with Hindi and English shall be preferred.
 
1. 6 months – Quality Analyst Experience or 1 year of Calling experience.

2. Well developed Negotiation /Communication skills (Verbal & Written).

3. High proficiency level with MS suite particularly MS Excel, --

4. MIS team would be proficient in access and PowerPoint

5. Ability to work in a team environment with a customer service focus.

6. Accurate Evaluation of service delivery through Transaction Monitoring.

 
Company Profile

Genpact, formerly GE Capital International Services(GECIS), a GE affiliate and India's largest BPO and Knowledge Services organization, has over 20,000 employees spread across India, Mexico, Hungary, Poland, Romania, Philippines and China. In India, Genpact has over 16,000 employees working in offices in Delhi, Gurgaon, Hyderabad, Bangalore, Kolkata and Jaipur. Genpact provides a world class working environment and opportunities for career enhancement through focused training and rotations in different functions. Genpact also provides benefits such as medical, accident and life insurance, transport and round-the-clock medical facilities.Genpact was also recently named the 3rd best company to work for in India in the Business Today 10 Best Companies to work for in India survey. Genpact also topped the list of companies in the Dataquest 2005 BPO Company rankings.You can read more about Genpact at http://www.genpact.com. Contact Details
Company Name:
GENPACT

Website:
http://www.genpact.com

Executive Name:
Nitika Sharma

Address:
GENPACT
Delhi IT Park, 8h Floor, Shastri Park
Behind Shastri Park Metro Station
NEW DELHI,Delhi,India 110052

Email Address:
nitika.sharma1@genpact.com

Telephone:
9953914595