Sr. Quality Analyst
Hexaware Technologies
مجموع سنوات الخبرة :12 years, 10 أشهر
• Monitors, evaluate, and audit a sampling of inbound and/or outbound calls and other contact methods including chat & email.
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
• Prepare reports capturing service quality trends and variances for the team/department.
• Assisting applicants over the telephone to understand the visa
regulation and procedure..
• Supported TL in improving operations and resolving issues to deliver top-notch customer service.
• Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
• Account Advisor in Tier 2 ( Complain Billing Department ).
• Solving all customer\'s complaints about billing and finance issues.
• Defused the volatile customer situations calmly and courteously.
• Monitoring team performance.
• Weekly labor schedule and daily attendance.
• Train the call center agents for the new and existing.
• Distribute works and tasks to guarantee smooth work.
• Handle all customer complaints, find the root cause and solve it.
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Hebrew Language