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 :





 *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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