Job Title: QA Lead(BPO) - Speech Analytics

Location: Gandhinagar

What We Offer:

What You'll Be Doing:

Will initiate launching of audit process for new campaigns as assigned by Project Leader/Account Leader
Will interact with Operations to ensure that the expectations in terms of QA support to the campaigns are met
Understand the SLA of the campaigns in the terms of QA support and ensure that those are met.
Design Audit Forms, get it approved by Ops and Client and place it online in QEval
Initiate MI/BI studies as and when required
Take initiatives for process improvement
Will possess overall knowledge of all the campaigns audited by EI
Periodically monitor utilization, audit accuracy etc of the QA team
Help in setting up calibrations and provide all assistance to QA Lead Interns/Asst. QA Leads in maintaining a smooth calibration process
Maintain minimum 95% schedule adherence of self and the team
Will act as role model for Leaders and Team Members of internal and external departments
Must be accessible, available and flexible with shift timings
Have an open attitude and avoid discounting, dismissing, or minimizing questions
Maintain personal and professional boundaries, but avoid being distant or unapproachable
Always lead by example
Adhere to the policies and procedures of Etech
Provide excellence when communicating with customers (internal and external)
Be flexible in an environment by championing and embracing change
Create a spirit of mutual learning, trust and respect

What We Expect You to Have:

Graduate or equivalent experience in BPO call monitoring and auditing
Must have minimum 2-3 experience in speech analytics
Good technical knowledge needed. Should be aware about API, Metadata, Queries, Python language etc
Must have worked as a leader
Should be well versed with PPT and Advanced excel.
Interpersonal skills & ability to influence
Excellent written & verbal Communication skills including client interactions
Planning and organisational skills
Well organised and structure approach to work Ability to work to deadlines and targets

QA Lead (BPO) - Speech Analytics

Staffing Executive