QA Consultant - Quality Service - Lumen
On-siteJaipur, Rajasthan, India
Job Summary
Evaluate and audit telephone, email, and chat communications against pre-defined guidelines to ensure quality variance remains below threshold while maintaining productivity parameters. Provide detailed feedback via evaluation tools to agents for performance development and participate in calibration calls to ensure scoring consistency. Write feedback per client instructions, meet daily volume targets, and successfully clear client-specific training with all updates implemented. Adhere to HR policies including code of conduct, attendance, and floor discipline. Join a collaborative team offering extensive paid training and internal promotion opportunities within a global outsourcing leader specializing in customer care and financial services.
Required Qualifications
- Ability to evaluate and audit telephone, email, and chat communication/transactions
- Ability to provide detailed feedback via an evaluation tool
- Ability to ensure quality variance is well below threshold
- Ability to maintain exemplary internal quality scores
- Ability to write feedback for performance development
- Ability to participate in client/internal calibration calls
- Ability to meet and exceed daily volume and productivity targets
- Ability to successfully clear client specific training
- Ability to implement subsequent training updates
- Ability to participate in internal/external training programs
- Ability to abide by HR policies and processes including code of conduct, attendance, and floor discipline
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.