Quality Assurance Analyst - Eastwood City(Telco/Banking/Sales Accounts) / BGC(Social Media Account)

Job Description

Responsibilities

Monitors all interactions and ensures accuracy of the same with on-time/immediate feedback to the floorCoordinates and facilitates call calibration/training sessions for call center staffPublishes quality trends, feedback and improvement / enhancement reportsConduct quality monitoring and coachingDeal tactfully and courteously with clientsProduce Quality reports and dashboards such as TNI, Pareto etc.Drive process improvement and ensure process complianceContribute to the development of the short and long term goals of the processEnsure quality, NPS and CSAT targets are met at all timesDrive first call resolution and quality initiatives in the program

Skillset

Excellent oral, written and interpersonal communication skills.Exceptional listening and analytical skills.Intermediate level of knowledge in MS-Office.Works accurately and with an eye for details.Willing to work onsite; Eastwood, Quezon City or BGC, Taguig

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™.Mahindra is a USD 4.9 billion company with 121,840+ professionals across 90 countries, helping over 935 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders.Tech Mahindra Business Process Services (BPS) is the BPO arm of Tech Mahindra which focuses on Business Process as a Service (BPaaS) and BPO services across various industries including Telecom, Financial Services, Retail, Energy, Hospitality, Hi-Tech, Agriculture, and Food & Beverage. Our approach goes beyond cost reduction to process optimization and ownership through automation and productivity improvements.Tech Mahindra BPS delivers value for customers through flawless execution of a seamless suite of services that operate across the entire lifecycle of end users and covers both revenue and cost sides of the customers’ business operations. The BPS includes Operations, BPM, and Consulting.Tech Mahindra offers innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. Our technology and process expertise combined with investments in platforms and IP, have delivered significant transformation programs for Global Customers across customer services, IT and Network.