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. [image: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:image001.jpg@01CD14F0.B169F430] [image: Description: Description: Description: Description: Description: Description: Description: Description: Description: cid:image002.jpg@01CD14F0.B169F430] 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, * nationwide *The information contained in this email message is intended only for the personal and confidential use of the recipient(s) named above. The message may be privileged and confidential and protected from disclosure. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by email and delete the original message. -- You received this message because you are subscribed to the Google Groups "REQSRESUMES" group. To unsubscribe from this group and stop receiving emails from it, send an email to reqsresumes+unsubscr...@googlegroups.com. To post to this group, send email to firstname.lastname@example.org. Visit this group at http://groups.google.com/group/reqsresumes. For more options, visit https://groups.google.com/groups/opt_out.