Designation: Associate
Location: Chennai (Ambit IT Park)
Shifts: Flexible to work in Night Shifts
Required Skills:
•To review the escalation cases received from customer and analyze the root cause in order to reduce the escalations in future
•To suggest action plans and corrective measures to Operations Team based on the review from escalation audits
•To audit voice and non-voice cases on daily basis and share feedback to Engineers who are aligned with
•To send weekly trend report on quality scores of aligned Engineers to team managers
•To take corrective measures in improving the quality scores of BQ Engineers
•To be a part of calibration session between Quality and Operations team
•To conduct quality induction for the new hire Engineers
•To conduct refresher training for the existing Engineers
•To send compliance reports on quality parameters to Operations Team on daily/weekly basis