Visit us: www.etechgs.com 

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
• Data Analysis: Capability to analyse performance data and derive actionable insights.
• Reporting: Skill in creating and interpreting reports on contact canter performance.
• KPI Management: Understanding and managing key performance indicators (KPIs) to drive team performance.
• Training Programs: Designing and implementing effective training programs for new hires and existing staff.
• Crisis Management: Handling unexpected situations calmly and effectively

What We Expect You to Have:

• Graduate or equivalent experience in BPO call monitoring and auditing
• Must have minimum 3-4 years of 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