Quality Assurance

Quality Analyst - Contact Center (Remote)

Work Type: Full Time

About Us

FULL Creative is a Portland-based product company with offices in India (Chennai), the United Kingdom (Edinburgh) and Canada (Toronto). In the US, UK and Canada, we go by the name AnywhereWorks. We are on a mission, to create a world that empowers people to work Anywhere. FULL Creative brings together engineers, artists, analysts, product experts, account managers, sales executives, and marketers to build a future where Work is what you do, not where you do it.

Our Mission

FULL Creative's mission is to change how the world works. Ideas are not bound by place or time, and their implementation shouldn't be either. We are building toward a future when people can contribute free from limitations. We see the potential for a more inclusive, more competitive model where outputs trump inputs.

We believe people should be able to work and learn together whether they're across the table or across the world. In the conference room of your office building, on a commuter train, or sitting inside a sidewalk cafe, we empower people to communicate, collaborate, and produce. We don't just want to change the world, we want to improve it through solutions that scale, empower and disrupt expectations.

Roles and Responsibilities

  • Monitor calls and chats handled by agents as per the weekly sampling plan.
  • Conduct regular Joint Discussions (call calibrations) on a weekly basis. 
  • Agents errors will be reported through IM which needs to be handled. 
  • Training need analysis, Call analysis and Data Scrub will be a part of your routine. 
  • Regular feedback/coaching as soon as possible. 
  • Join on calls with leads/mentors/stakeholders for better performance as an organization. 

Your Skills

  • Experience range of 1- 3 yrs
  • Good analytical skills are required.
  • Proficiency in MS Excel is an added advantage.
  • Good communication/interpersonal skills are a requisite
  • Ability to think out of the box and understand different perspectives.
  • Should be willing to work in night shift.

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