Vacancy caducado!
Title: Quality Analyst Locations: 4120 International Parkway,Carrollton, TX 75007 Duration: Contract Job Description:
- Client Technical Service Awareness - Expert
- Relevance and use of technology in companies - Expert
- Ticketing Tool - Advance
- MS Office - Advance
- Amazon Connect - Advance
- Remote Desktop Expert
- Knowledge on Retail Systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers, etc Expert
- Real life PC problems - Advance
- Client Technical Service Awareness - Advance
- Relevance and use of technology in companies - Expert
- Standard tools used - Advance
- Client Process Knowledge - Expert
- DMAIC - Expert
- Client Business Awareness - Advance
- Email etiquette - Advance
- Customer service skills - Advance
- Knowledge Base Navigation and Script development Skills - Expert
- Public Speaking Skills - Beginner
- Monitor service desk contacts as per defined quality standards
- Conduct certifications for new hires
- Flag agents/process that are potential risk to quality
- Provide feedback and coaching on quality
- Identify top defects and provide inputs to training
- Initiate Quality improvement plan
- RCA on escalations defects
- Contribute to updating the knowledgebase
- Track performance on critical to quality parameters
- Maintain and update Quality legend to capture the voice of the customer
- Conduct QRL sessions
- Strong technical knowledge of current technologies like VPN, Windows operating system, COTS applications etc.
Vacancy caducado!