Hi ,
This is *Shilpa*, - Recruitment and Resources from SancroSoft USA Inc.
We have an urgent requirements as follows:
Please respond with resumes in MS-Word Format with the following
details to *shi...@sancrosoftusa.com
<shi...@sancrosoftusa.com> *
Full Name :
Location :
Contact Number :
Email :
Availability :
Rate / Hour :
Visa Status :
*AVAYA IVR QUALITY ASSURANCE SPECIALIST*
*Location: Mountain View, CA Duration: 12 Months*
- Call flow Test Case creation for new implementations& existing
modifications
- Manual Testing of Call flows as per business requirements.
- Automated Testing, Scripting, and Optional using Avaya tools.
- (Contact center / IVR testing experience,Empirix Hammer)
- Participates in design of call monitoring formats and quality
standards.
- 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.
- Participates in customer and client listening programs to identify
customer needs and expectations.
- Provides actionable data to various internal support groups as
needed.
- Coordinates and facilitates 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.
REQUIREMENTS:
- Two years of call center customer care experience, preferably in a
technical environment.
- Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Intermediate level of knowledge/expertise with PC hardware and
software (Word and Excel).
- Intermediate to advanced level of knowledge with Internet
technology; familiarity with cable modem technology desired.
- Strong knowledge of customer care processes and techniques.
- Demonstrated ability to work well in a team environment.
- Dedication to providing exceptional customer service.
Academics
- Bachelor's degree or Advanced degree in Linguistics, Cognitive
Science, Psychology, Computational Linguistics, Human Factors / Human
Computer Interface, Computer Science
- Excellent written and oral communication skills
- Dynamic personality and flexibility; ability to interact
successfully with customers
*Thanks & Regards*
Shilpa
IT Recruiter.
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The power of focus
SancroSoft USA INC
4944 Sunrise Blvd, Suite B-4 || Fair Oaks, CA 95628
Phone : 916-671-5686 || Fax: 916-200-0305
E-Mail : *shi...@sancrosoftusa.com* <shi...@sancrosoftusa.com> ||
*www.sancrosoftusa.com* <http://www.sancrosoftusa.com/>
We place professionals in contract, contract-to-hire and full-time
employment positions across all IT and Engineering disciplines,
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