یہ کمپنی اب اس نوکری کیلیۓ مزید سی ویزنہیں لے رہی۔

Training & Quality Assurance Specialist

Humanity provides cloud-based workforce management software that is used in over 40,000 workplaces around the world. We are proud to work with businesses that understand that their people are valuable and help them drive employee engagement and job satisfaction while helping them realized a positive ROI by bringing their workforce into the cloud and off of excel/pen-paper. We want to surround ourselves with passionate people that never stop looking for opportunities to improve and grow. We use data to drive decisions and always aim to delight our customers placing their experience with our product and customer first before ourselves.

As a Sr. Quality Assurance Specialist, your role will be to evaluate and coach agents to deliver quality standards on all communications and to ensure compliance to all processes/procedures for the Support department of Humanity Inc.

RESPONSIBILTIES

Evaluating calls/chats based on criteria decided by departmental head.
Random audits of all communication channels
Live call/chat monitoring;
Conduct quizzes of agents to identify general knowledge base and understanding of products/procedures;
Providing feedback/coaching to agents on all observations made during calls/chats
Calibration sessions with team leads to ensure uniform practices;
Orientations of new hired agents on evaluation metrics and quality expectations;
Training on mistakes found through the calls/chats as well as best practices
Refreshers on product/soft skills
Health checks on processes/procedures;
Audit written communication with customer over all platforms to ensure uniformity of information and to avoid mistakes/miscommunication;
Suggest ways to improve customer experience processes;
Ensure continuous improvement through effective coaching and counseling;
Reporting (Scores of all agents on a daily/weekly/monthly basis; Maintaining Consolidated Reports; Call/chat Monitoring; Audit Report; Impact analysis, etc.).

REQUIREMENTS

Bachelor's degree in relevant field; Master's degree is preferred;
6 -10 years of experience in Quality Management/Quality Audits/Compliance/Training/Operations;
Exceptional analytical skills and attention to details;
Excellent communication skills;
Ability to thrive in a fast paced environment.

نوکری کی تفصیلات

صنعت:

انفارمیشن ٹیکنالوجی

شعبہِ افعال:

معیار کی ضمانت (QA)

کل عہدے:

1 اشاعت

نوکری کی شفٹ:

پہلا پہر

نوکری کی قسم:

مستقل

نوکری کا مقام:

لاہور, پاکستان

جنس:

کوئی ترجیح نہیں

کم از کم تعلیم:

بیچلرز

کیریئر کی سطح:

تجربہ کار پیشہ ور

تجربہ:

5 سال - 10 سال

اس سے پہلے درخواست دیجیۓ:

نومبر ۰۴, ۲۰۱۷

تاریخِ اِشاعت:

اکتوبر ۰۴, ۲۰۱۷

Humanity™

انفارمیشن ٹیکنالوجی · 51-100 ملازمین - لاہور

پیروی کریں

Humanity is a cloud-based workforce management software fueled by a commitment toward innovation, iteration, and a customer-centric approach. Headquartered in San Francisco, with offices around the globe, we are connected by a culture that promotes creativity, teamwork, and transparent leadership. Our team members enjoy fun perks, like 20 paid days off per year, an employee travel program, a vacation club, flexible work schedules, gym reimbursement and a Kindle book club.