Job Description

Bilingual Contact Center Quality Associate

Roles and Responsibilities

• Quality Associate (QA) will be responsible for ensuring the call & email quality. The QA monitors required samples of voice & non-voice-based transactions on Quality Evaluation form included with predefined quality parameters agreed between TECHM and Client. QA also publishes a comprehensive report on the overall quality of the project.
• Random & stratified Sampling method will be used to audit the calls and emails
• Coaching & Feedback sessions
• Joint call monitoring sessions with respective assigned teams & other stakeholders
• Provide process updates as per requirement
• Conduct Team Huddles to discuss the Quality scores and areas of opportunities
• Provide Feedback/Quality tips to improve customer experience
• Recognize Agent with excellent performance levels
• Bottom Quartile management
• Root cause analysis as per requirement (Complaints, Negative Survey response etc.,)
• Participate in internal/external calibration sessions
• DSAT/ Detractor Management activities
• Flexible in Shifts as per business requirements (24x7)
• Handle production activities – to answer Call / Chat / ticket volume spikes

Key Deliverables (KRA/Measure):

• Knowledge & Understanding of the process, evaluation & feedback, reporting and analysis
• Establish controls on Transaction Processing aiming for a Zero Defect Output
• Report and Publish Transaction Quality Metrics
• Provide Feedback and suggestions for improvement
• GAP Analysis & Controls
• Adherence & record maintenance to Internal and External QMS Audit Requirements
• Continuous focus and drive to meet and exceed SLAs
• Drive Organization Level Quality Initiatives

Applicant’s Specifications & Qualification:

• Excellent verbal and written communication in English and French
• Excellent skills on MS Office/Quality Tools / Data Analysis / Analytical Skills / Reporting
• Relevant working experience in an international Service Desk / Technical Support environment preferred;
• ITIL V3 Foundation trained preferred
• Basic knowledge on Statistical Process Control
• Shows flexibility/ownership & works under pressure situation
• Demonstrate excellent communication skills
• Candidate should be ready to work in a 24*7 environment
• The candidate should have excellent problem solving capabilities and lateral thinking skills
• Good Knowledge of Audit and Evaluation function
• Analytical bent of mind

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