Executive - Quality Assurance
Axact
Total years of experience :16 years, 2 Months
• Monitoring Calls, Emails & Chats of customer sales & support agents and prepare reports for their training.
• Maintaining relationship with client from all over the world specially US, UK and Middle East.
• Highlighting strength & weaknesses of sales & support agents to the team Coordinator.
• Identifying and making recommendations for the improvement processes.
• Coordinating with the HR Department for the recruitment of the new Quality Assurance team.
• Preparing presentations for the training of the new joiners.
• Conducting ‘Mock calls’ of the new applicants.
• Preparing and assess the tests & provide recommendations for the selection / rejection of the applicants.
• Monitoring the overall Performance of Sales and Support Department.
• Resolving the unsolved issues related to sales and support department in a timely manner.
• Assessing the linguistic competency of the new agents and prepare recommendations for the training courses / workshops for them.
• Distributing / Assigning different tasks to various Quality Assurance team as per their competency.
• Formulating new policies with the Business Unit Planning & Development Department.
• Coordinating with the Software Development & IT Department for the improvement of processes & systems.
• Performing special investigation tasks assigned by the Authorities.
The Resource Group:
Barclay's Bank:
• Monitoring and evaluating the Inbound & Outbound calls.
• Giving feedbacks and coaching the agents to help them improve their quality in customer services.
• Taking initiatives for improving the quality of the centre.
• Preparing task reports on weekly and monthly basis.
• Addressing the concerns and updating the team in bi-weekly & monthly meetings.
• Conducting refresher trainings for the agents in order to keep them updated.
• Keeping regular checks on reports, back and forth emails, Random calls in order to ensure compliance.
• Preparing and Conducting monthly quiz.
• Fortnightly Quality Index Analysis.
• Team wise weekly Focus Areas.
• Weekly & Monthly Performance report.