Supervisor, Quality Assurance

About the role

This position is cross skilled in 3 or more accounts and has expert analytical skills and provides advanced insights also a mentor to CX Analysts. The Role is an Expert Speech Analytics Search Builder and also conducts internal and external calibration, RCA sessions and doing audit the auditor and reviewing data set and deep dive analysis

What you'll do

• Communicate with internal and external clients regarding enterprise, site, team, and agent performance
• Evaluate, document, and analyze calls through Call Miner to identify employee performance, call center trends, and customer satisfaction levels
• Facilitate calibration/listening sessions, RCA of client and customer escalations
• Perform other duties, functions, and tasks that are incidental and inherent to the job
• Develop search-based categories utilizing customer and associate language in tangent with Boolean and Proximity Operators

What you need

• 0.5–4 yrs of experience
• Root cause analysis
• PowerPoint
• Any graduate

Good to have

• Performance management
• Six Sigma