Posted Feb 23, 2018 3 views
General Purpose
The Incumbent would be responsible for liaising with our team in the US, developing a process of quality assurance from the ground up to identify, develop and execute training programs to improve customer experience. – Note this job requires the applicant to be available for Second/Third shifts as needed with rotations applicable.
Main Job Tasks and Responsibilities
· draft quality assurance policies and procedures
· devise sampling procedures and directions for recording and reporting quality data
· plan, conduct and monitor testing and inspection of communication platforms to ensure accuracy of information conveyed
· Identify, Develop and Execute Training programs to improve customer experience
· document internal audits and other quality assurance activities
· investigate customer complaints and non-conformance issues
· collect and compile statistical quality data
· analyze data to identify areas for improvement in the quality system
· develop, recommend and monitor corrective and preventive actions
· prepare reports to communicate outcomes of quality activities
· identify training needs and organize training interventions to meet quality standards
· coordinate and support on-site audits conducted by our US Teams
· evaluate audit findings and implement appropriate corrective actions
· monitor risk management activities
Education and Experience
· Bachelors degree preferred
· quality assurance, auditing and testing experience
· BPO/KPO/Customer Service experience with a North American company would be a major plus point
· experience with implementation of corrective action programs
· Some level of familiarity with telecom services would be a major plus
· strong computer skills including Microsoft Office, QA applications and databases
· knowledge of tools, concepts and methodologies of QA
Key Competencies
· attention to detail
· communication skills - verbal and written
· data collection, management and analysis
· problem analysis and problem solving
· planning and organizing
Job Details
CSS Pvt Ltd
pCSS - Customer Success Solutions (Previously known as Infinitronics Pvt Ltd) is the premier customer services solution provider for providing support to leading businesses overseas. We are known to provide the best end to end support for our clients, ranging from basic customer support to advanced level HLR and tech support./p
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