Job Description
Sr.Quality Analyst is responsible for assessing the quality performance of our call center associates who deal with our existing and potential customers.
The QA will monitor inbound and outbound calls and emails responses to assess associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
The individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needs to enhance the overall Pentagon Space customers experience.
4 to 8 years (3 Years in a capacity of Sr.Quality Analyst and handling Quality Team. Should have excellent communication skills (English, with any other regional language)
Good Team Handling and people management skills
Understanding of 7 QC tools
Must have good analytical skills to conduct various analysis and RCA on a
weekly/monthly bases