Location: Gurugram, India
Language: English
Job Advert
Do you always check the best before dates? Do you read the content labels before purchasing products? Do you follow the washing instructions for each of your clothing items? We are looking for this kind of attention to detail and focus on ensuring quality.
In this role, you will co-create and deploy an effective strategy that will deliver industry-leading customer experience results, including Net Promoter System and call handling frameworks. If you are able to lead, motivate, and develop a team through sharing knowledge to reach targets, this opportunity will be a great step to gain experience and further prove your capabilities.
If you’re ready to take on an opportunity to boost your career, then apply today.
What you’ll be doing:
- Managing the implementation of quality frameworks and structures for all customer contacts across multiple locations and work streams.
- Leading, developing, and managing a team of Quality Consultants in line with local campaign and partner requirements.
- Demonstrating an awareness of campaign-specific products and services.
- Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working.
- Managing reporting trends and opportunities for performance improvement and engaging appropriate stakeholders in results.
- Maximizing results through building and maintaining effective working relationships.
- Managing the day-to-day partner expectations and requests, ensuring that stakeholder requirements are identified, delivered, and met within agreed timeframes.
- Applying Service Excellence knowledge and influence across the business unit.
- Including risk analysis as part of regular tasks, accounting for contractual and legislative requirements.
- Working effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working.
What you’ll need:
- Minimum 6 months of experience as a Quality Analyst.
- Effective management and leadership of people experience.
- An understanding of client and outsourcing relationships, including partner and company strategy.
- Experience with applied coaching methodology for both deductive and inductive purposes.
- Clear disciplinary record and a proven performance record of accomplishment.
- In-depth knowledge of customer experience methodology, strategic planning, and implementation of call handling and quality frameworks.
- Excellent communication, presentation, listening, analytical, numeracy, problem-solving, time management, report writing, organizational, advanced PC literacy, and typing skills (Essential).
After applying, you will be sent a link to complete a quick online chat. We don’t want you to miss out on the opportunity, so please check all of your folders for the link after applying. Take this opportunity to advance your career with our collaborative team of game-changers.
APPLY NOW: Concentrix Hiring Quality Analyst
