Job Description
Hi All !!
Verint CES India Pvt Ltd is hiring Quality Analyst
Location : Bangalore
Experience -3-5 years
Shift Timings - 5:30 PM -2:30 AM ( Mandatory)
Roles and Responsibilities
- Review and evaluate Support engineers documented case interactions with customers utilizing a set company standard of performance.
- Responsible for identifying customer sentiment and customer satisfaction and/or dissatisfied themes within reviewed Support case. Including, but not limited to, ensuring that user expectations are met during the life cycle of the Support case. Thus, proactively uncovering opportunities for improvement by individuals or department.
- Requirements to meet all committed targets within a specific timeline.
- Assisting in the implementation and monitoring of new case quality review processes to assess the functionality, reliability and performance.
- Assist with driving operational and/or technical initiatives that affect Verint Global Support.
- Other duties and responsibilities as assigned.
Desired Candidate Profile
- Must possess superior attention to detail and time management skills.
- Excellent verbal, written and interpersonal communication skills
- Exceptional listening and analytical skills.
- Outstanding customer service skills and dedication to providing exceptional customer care
- Comprehensive understanding of coaching and performance development
- Highly motivated and able to execute independently.
- Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations.
Customers may request that additional checks be conducted on Verint employees. Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed based on our customers requirements