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Open nowPosted 42 days ago

Quality Executive

iaceiz.fa.ocs.oraclecloud.com/CX_11,912 open roles

Where
Pune, Maharashtra, India
Work mode
On site
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Your applicationOpen nowQuality Executiveiaceiz.fa.ocs.oraclecloud.com/CX_1 · Pune, Maharashtra, India

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on iaceiz.fa.ocs.oraclecloud.com/CX_1's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. iaceiz.fa.ocs.oraclecloud.com/CX_1 postings stay open a median of 2 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted 42 days ago

iaceiz.fa.ocs.oraclecloud.com/CX_1 median: 2 days open

The posting

Job Description

A1 to A2

• Average PMI (last 6 months)/PMS rating 3 and above • Min 1 year in current role • No Warning Letter issued in the past 3 months • Mandatory E-learning courses certified wherever applicable

Responsibilities

  • Responsibilities
  • To monitor and evaluate the performance of the CCEs and suggest their improvement areas
  • To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs.
  • To take part in calibrations with the client, OPS, Training and help to resolve the disputes.
  • To ensure the process is meeting Client KPIs such as CSAT and Quality scores
  • To conduct Quality sessions to share areas of improvements based on the feedback of audits.
  • Mock call and OJT certification of New Hire Batches
  • Ensure higher Client satisfaction scores
  • Identification of root causes and preparing Corrective actions
  • To give inputs to the CCEs on their improvement areas
  • Key Deliverables
  • Call audits as per plan, achieving quality levels as per KPI standards

Qualifications

  • Communication skills were average, whereas the support role requires strong communication skills.
  • The candidate was not familiar with the key Quality KRAs.
  • The candidate was unable to answer the scenario-based questions satisfactorily.
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