Job Description: QA Engineer Experience Level : AssociateWork Experience (years)2 - 6 Years Education : Bachelor's Degree CTC- up to 6 LPA location- Gurgaon Roles and Responsibilities:
Develop and maintain internal support and call center quality standards
Review a subset of sales agents interactions (calls, emails, chats, etc.)
Provide meaningful and constructive feedback on evaluations
Discuss and explain feedback with agents in regular meetings
Create strategies to improve support KPIs
Assist agents in enhancing their performance through specific guidance and ongoing support
Identify training and onboarding needs and initiate related projects
Generate reports that reflect support performance
Report the support team's performance to senior management
Participate in calibration sessions to ensure consistency in internal evaluations
Contribute positively to team culture Skills : feedback management quality assurance call center operations training needs analysis reporting team management feedback mechanism quality analysis training and onboarding performance measurement report generation kpi management feedback analysis monitoring call monitoring training and development performance improvement constructive feedback training & development evaluations
