Job Title: QA Lead(BPO) - Speech Analytics
Location: Gandhinagar
What We Offer:
- Transportation allowance
- Canteen Subsidy
- Health Insurance
- Tuition Reimbursement
- Incentive components campaign wise
- Work Life Balance Initiatives
- Rewards & Recognition
- Internal movement through IJP
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
