Quality Lead with French - Customer Service
WNS Global Services
București, ro
‎în urmă cu 14 ore

Responsabilities :

  • Complete Daily Quality checks as per the process requirement
  • Provide Feedback to the agents for the error identified
  • Conduct Customer comeback analysis for all the errors received from the clients
  • To meet the monthly Sampling numbers as per the target
  • Complete the Feedback targets as specified in the QSD
  • Contribute Brainwave Ideas to improve the process
  • Prepare all team and client related reports for Quality
  • Complete RCA for all the errors identified
  • Ensure the QA process adheres to ISO guidelines
  • Identify the improvement areas for staff and share it with the AM- Quality
  • Communication with clients on a periodic basis
  • Complete the Calibration exercise on a periodic basis as defined
  • Create Error analysis / RCA Report on a weekly basis
  • Attend all the development and quality trainings that are identified for a QA
  • Help operations in identifying the training needs for the ops associates
  • Drive projects and be part of the projects that are identified in the team
  • Training need analysis and actions required for improvement
  • Ideal candidate :

  • Comfort in Learning and Using Digital Tools
  • Knowledge of using Virtual meeting application e.g.; Skype, Zoom or WebEx
  • Well- versed with MS office skills and ability to perform under pressure
  • Excellent written and spoken communication skills (C1 equivalent)
  • Basic knowledge of Six Sigma methodology
  • Analytical skills and time management
  • Coaching and Feedbac
  • Conflict Management
  • Raportați această lucrare

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