Job Title

Job Description: Quality Analyst - Voice About Binary Semantics LtdWe are a client centric global software development company offering IT services, Consulting services and Knowledge services across several industry segments such as Automobiles, Manufacturing, FMCG, Technology, Insurance, Travel, Hospitality and B2B Publishing. Our global operations spread across USA, Canada, Europe and India. We leverage our strong technology expertise and deep industry knowledge to develop customized solutions and services. We are looking for dynamic and out of the box thinking professionals having good exposure and proven record of accomplishments as Quality Analyst with at least 1+ years of experience in the International Process. As QA, your KRAs will include but not limited to: To audit calls and to share feedback/reports to Manager. Creating Reports on Agents areas of improvements Case investigation/escalation management To be an active part of process updates/changes Measures employee performance via recorded monitoring (Call, chat, email audits) Measures process performance via data (data audit) Analyzes performance trend from audit data Ability to handle multiple tasks at a time. Works with manager CCQ on employee coaching & development to enhance or correct the behaviors that lead to excellent customer service including process improvements. Responsible for timely closure of audit targets & reports. Works on a variety of assigned special projects & reports. Ability to plan & prioritize work. Must be effective and efficient working in a team environment Adherence to company policies. Requirements: Excellent verbal and written communication skills Training & Coaching skills Active Listening Skills Patient & Enthusiastic Confident in producing quality reports Assists team members when needed to accomplish team goals Able to multitask, prioritize, and manage time efficiently Self-motivated and self-directed Ability to work independently or as an active member of a team Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and Google Docs Good interpersonal skills and communication with all levels of management Able to work in a fast-paced environment Training Experience will be an added advantage.Experience & Qualification: UG: Any Graduate - Any Specialization PG: Any Postgraduate - Any Specialization Strong communication skills (written & verbal) Salary: Negotiable as per industry standards for the desired candidates .Industry: BPO / Call Centre / ITES / Technology Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations Role: Quality Analyst - Voice Employment Type: Permanent Job, Full Time Job Location: Gurgaon (Work from Office) We offer:  Salary – Negotiable, as per industry standards  Meal/Refreshments  5 Days Working – US Shifts – Rotational Shift & Week Offs  Both Side A/C Cabs Note: Work experience – Minimum 1 year of experience as Quality analyst in International Process No Domestic ExperienceIntersested candidates share cv on -khushboo.garg@