Call Center Quality Analyst Job- IBM Daksh ChandigarhMay 3rd, 2011 Posted by VFreshers
IBM Daksh is hiring Fresher for the purpose of Call Monitoring and Auditing, Coaching in Chandigarh – 3 May 2011
Job Position : Quality Analyst
Number of Post : 1
Name of the Organization : IBM Global Process Services (P) Ltd.
Experience: 1 – 3 Years
Job Location: Chandigarh
Job Details :
The role involves auditing and monitoring calls, providing feedback to the agents in terms of Quality, AHT and to improve accuracy on the production floor. Prior experience of in BPOs is a must.
Job Responsibilities :
- Coaching and Feedback
- Development and Conduct Refreshers/huddles to improve accuracy & TAT of transactions
- Data Analysis
- Ability to give Feedback and Coaching
- Must be aware of Bottom Quartile Management
- Must be self-driven and should be willing to take Ownership
- Excellent Communication and Interpersonal Skills
- Good facilitation skills
- Advance troubleshooting skills for Computer Desktop, Laptop including Internal Hardware
- Knowledge of Operating Systems from the following : Windows 98, ME, 2000, XP Home, XP Pro, Server 2003
- Advanced knowledge of DHCP, DNS, Win servers
- Experience to support in MS Client Technologies
- Technical Courses like MCSE/MCP/CCNA/Computing Hardware/Software Fundamentals
- Excellent analytical skills, knowledge & exposure in routers, printer configuration Operating sytem trouble shooting etc. Technical experience is a must.
Details of the Company :
IBM Global Process Services (formerly IBM Daksh), is an integral part of the company’s Globally Integrated Enterprise model. The new name reflects IBM’s position as a leading global provider of innovative business process services for clients seeking to cut costs, improve operation efficiency and take advantage of the opportunities in the global economy. We provide solutions across various verticals such as Banking, Insurance, Travel, Telecom, Technology, Distribution, and Utilities. Our core expertise lies in Customer Relationship Management (CRM),Finance & Administration (F&A), Procurement & Supply Chain Outsourcing,Human Resources Outsourcing, and Industry-specific Back Office and Analytics services. Our network of delivery centers comprises offshore centers in India and Philippines and is further supported by IBM’s global delivery network of 50+ centers.
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