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Job Notification in Salesforce, Hyderabad for Quality Assurance Analyst On Nov 2016


Quality Assurance Analyst
Quality Assurance
5 - 8 Years
Hyderabad
BS/BA Degree
03/11/2016

Company Profile:
We also put aside 1% of our equity, 1% of our employees? time, and 1% of our product, and formed the Salesforce.com Foundation. These two key decisions have fueled our incredible growth, made us the global leader in CRM, defined the era of cloud computing, and inspired a new philanthropic model for all to follow.

Job Description:
1. Performs quality evaluations (Email, Chat & Phone) on support cases to ensure that representatives are adhering to policies and procedures.
2. Partners with the appropriate support managers to deliver timely and appropriate feedback regarding the customer support interaction, including opportunities for improvement as well as providing direct feedback to the representatives to ensure correction, and prevent decline in quality adherence.
3. Acts as a resource and partner to the training department, through identifying training insufficiencies, trends, and gaps, through performing quality evaluations.
4. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with support teams and sites. 
5. Facilitates calibration sessions with support managers and other quality analysts to ensure quality guidelines are being applied in a standard practice. 
6. Develops and conducts targeted group coaching sessions for representatives, management, or analyst that address support quality deficiencies and/or improvement opportunities.
7. Uses reporting tools to gather data and analyze trends or patterns affecting quality.
8. Presents Quality results and initiatives in regular business reviews as needed.
9. Maintains the quality evaluation form, quality guidelines, and other quality assurance documentation.

Candidate Profile:
1. BA/BS Degree
2. Certified Salesforce Administrator
3. 5+ Years in call center environment or Customer Support Experience.

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