• Quality Verification Agent Jobs in Bangalore,India

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  • 2 - 2 Years
  • Posted : above 1 month

Job Description:

We re seeking a Quality Verification Agent to join our Customer Operations team who takes ownership, demonstrates a keen eye for quality and looks for ways or opportunities to improve the client experience

The Customer Operations team is part of the Customer Support (CS) organization and its mission is to provide a set of business activities and processes that help the CS organization run effectively, efficiently and support CS business strategies and objectives The CS Operations team has a core responsibility to remain aligned with industry trends as a way to ensure that our programs and capabilities are in sync for customer service delivery This role will be required to review agent calls and tickets to ensure all CS Neustar employees are following CS Neustar standards

The Quality Verification Agent is responsible for assessing the quality of the performance of our CS associates who deal with our existing customers The Quality Verification Agent will monitor inbound calls, emails and customer tickets to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall Neustar customer s experience

The Quality Verification Agent should be able to listen to calls or audit cases and identify areas of opportunity for improvement The Quality Verification Agent will ensure all Neustar CS standards are followed without exception The successful candidate will have an intense focus Quality and Customer Satisfaction as well as identifying ways to enhance the client experience

Responsibilities/Key Tasks


  • Perform approximately 30-35 Call Audits a week and 30-35 Ticket Audits per week

  • Perform additional Quality Tasks as needed (Daily & Weekly Reporting/Trending, Email monitoring and audit, additional KPI Quality Audits)

  • Adheres to the standards for call monitoring and ticket auditing

  • Performs call monitoring and provides trend data to site management team

  • Uses quality monitoring data management system to compile and track performance at team and individual level

  • Reviews and monitors customer email responses

  • Participates in customer and client listening programs to identify customer needs and expectations

  • Provides actionable data to various internal support groups as needed

  • Participates in call calibration sessions for call center staff

  • Provides feedback to call center team leaders and managers

  • Prepares and analyzes internal and external quality reports for management staff review

  • Perform other duties as assigned


Qualifications/Education Requirements


  • Bachelor s degree in administration, management or any related field from an accredited institution is preferred

  • 2+ years of experience in a similar role

  • Well versed in the English language

  • Strong clear verbal and written communication and presentation skills is required

  • Experience managing and analyzing KPI s for a customer facing organization

  • High level of comfort working with multiple groups and individuals

  • Self-starter who is able to maintain the strongest focus on Quality and Client Satisfaction

  • Excellent interpersonal skills and able to communicate with a wide range of clients

  • Excellent analytical, research, numeracy and problem solving skills

  • Strong decision making skills and the ability to take the lead

  • Ability to explain complex information in simple terms and deliver clear and concise client recommendations

  • Ability to multitask and leverage escalation procedures

  • Proficient in PowerPoint for some slide creation and editing

  • Proficient in Excel including pivots and reporting as needed

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Profile Summary:

Employment Type : Full Time
Industry : IT - Hardware / Networking
Salary : Not Disclosed
Deadline : 20th Jan 2020

Key Skills:

Company Profile:

MarketShare
Neustar, Inc is a leading global information services provider driving the connected world forward with trusted, holistic identity resolution As the only company capable of understanding who is on the other end of every interaction, Neustar is trusted by the worlds great brands to grow and guard their businesses with the most complete understanding of how to connect people, places and things The combination of Neustars unique, accurate, and real-time identity system and our cloud-based workflow solutions empower our clients to make actionable, precise and valuable decisions across marketing, risk, IT/security, network and operations departments

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