11+ Quality audit Jobs in Pune | Quality audit Job openings in Pune

Position: Call Quality Analyst

Monitoring Calls:

Listen to recorded or live calls between customer service representatives and customers.

Evaluate the call based on predefined quality metrics and guidelines.

Quality Assessment:

• Assess and score calls on various criteria, including but not limited to, professionalism, communication skills, adherence to scripts or protocols, problem-solving abilities, and compliance with company policies.
• Feedback and Coaching:
• Provide constructive feedback to call center agents on their performance, highlighting strengths and areas for improvement.
• Offer coaching and training to help agents enhance their skills and meet quality standards.
• Reporting and Documentation:
• Maintain detailed records and documentation of evaluations, scores, feedback, and coaching sessions.
• Generate regular reports on individual and team performance for management review.
• Root Cause Analysis:
• Identify recurring issues or trends in calls and collaborate with relevant departments (e.g., training, operations) to address and resolve 
• Compliance and Policy Adherence:
• Ensure that agents adhere to company policies, legal requirements, and industry regulations during customer interactions.
• Process Improvement:
• Propose improvements to call center processes, scripts, training materials, or policies based on insights gained from call evaluations.
• Training and Development Support:
• Assist in the development and delivery of training materials and programs for call center agents.
• Conduct refresher training sessions on specific skills or areas identified for improvement.
• Quality Assurance Metrics:
• Collaborate with stakeholders to establish and refine key performance indicators (KPIs) for call quality.
• Monitor and analyze performance metrics to ensure they align with organizational goals.
• Stakeholder Communication:
• Communicate findings, trends, and improvement recommendations to call center management, supervisors, and relevant departments.

Qualifications:

• Minimum 2 years of experience as a Call Quality Analyst.
• Previous experience in a call center or customer service role is often preferred.
• Strong analytical skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Proficiency in using call monitoring software and tools.
•  Knowledge of industry-specific regulations and compliance standards (if applicable).

3+ years of hands-on experience in Salesforce Sales Cloud, Service Cloud & Lightning

• Proven experience of Salesforce development, administration, system integration and bug

fixes

• Hands on experience of developing solutions using Lightning and LWC

• Strong experience and knowledge of Salesforce configuration, standard Salesforce

functionalities, Apex and VF

• Hands on experience of Omnistudio and Java script would be an added advantage

• Strong problem-solving skills and communication skills

• Experience with HTML/CSS/JavaScript is preferred

• Salesforce Admin Certification, Salesforce App Builder Certification and/or Salesforce PD1

Certification

Notice Period - immediate Joiner or Max 15 days

Work Mode - Work from office 5 days

Location - Pune

This is a full-time role for the locations Bangalore, Hyderabad, Pune, Mumbai & Chennai with flexibility for some remote work as well. As a Salesforce Vlocity Lead, you will be responsible for providing technical leadership, guidance, and advice to development teams. You will build and maintain an effective team environment, ensure quality of deliverables, and provide resource and project management as required.Qualifications

Bachelor's degree or higher in Computer Science, Engineering, or related technical field

6+ years of experience in Salesforce.com with a focus on Vlocity application development and configuration

Experience working as a Technical Lead or Architect for Vlocity and/or Salesforce projects

Excellent understanding of Vlocity OmniScript, DataRaptor, and Card UI Framework

Strong expertise in Salesforce Sales Cloud, Service Cloud, Force.com Platform, and other Salesforce products

Experience with Apex, Visualforce, Lightning Component Framework, and Salesforce APIs

Experience with the following technologies: Web Services, XML, JavaScript, JSON, HTML, CSS

Experience in project delivery methodologies such as Agile, Scrum, Waterfall, etc.

Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams

Demonstrated ability to learn quickly, be a team player, and manage change effectively

Experience with Vlocity Certification is preferred

• 8-13 years of relevant experience
• Strong analytical and problem solving skills
• Knowledge of software design, testing and development practices
• Must have hands on experience in Q/KDB+.
• Good knowledge of Python, Java, C++, Shell Script(any one)
• Good knowledge on SQL/PLSQL and databases (any RDBMS)
• Have experience on using Git/Bit bucket
• Good communication skills, both verbal and written.
• Ability to work under pressure, with minimal supervision, and in a team environment
• Detail-oriented and with strong organizational skills

Job Description for IBM MDM Developer:

Role: IBM MDM Developer

Location: Pune

Experience – 5-9 Years

Notice Period: Under 60 days

JD for IBM MDM developer: 

• Experience in customizing IBM MDM version 11.4 or above versions. 11.6/Advance Edition is preferred version.
• Experience with IBM MDM Customization includes Extension, Addition, Business proxies, SDP, Match-Merge Rules, Event Manager, Notification Framework - Exposure to MDM Information Domains (Party, Contract, Product, Location etc.)
• Good experience in Java with RSA/ RAD IDE, SOAP Web Services/rest web service, XML, XSD, WSDL.
• Good experience in SQL preferably with Oracle DB.
• Basic knowledge of Unix
• Should be able to work as Independent team member
• Good communication skills.
• Good to have knowledge on OpenShift, Mulesoft or Camel

·       Primarily responsible for working on various service requests related to maintaining database security (roles, privileges, authentication), creating schema and copying data

·       Work on installation, configuration, creation and administration of HP Vertica database clusters and AWS RDS MySQL database.

·       Work with platform, product and other support teams to participate in release and change management processes to implement new features/functions as well support mandatory patches or upgrade activities on weekends.

·       Responsible for database performance tuning, query tuning and database operations including migration and upgrade.

·       Plan and implement periodic upgrades of database schema and perform testing and verification of released database schema upgrades.

·       Configure and manage database backup and restore, participate in Disaster Recovery

·       Create and maintain documentation, procedures and best practice guides for database deployment and maintenance.

Experience Level – 3 to 5 years

Responsibilities

• Review and analyze system specifications.
• Collaborate with team to develop effective strategies and test plans.
• Execute test cases (manual or automated) and analyze results.
• Evaluate product code according to specifications.
• Create logs to document testing phases and defects.
• Report bugs and errors to development teams
• Help troubleshoot issues.
• Conduct post-release/ post-implementation testing.
• Work with cross-functional teams to ensure quality throughout the software development lifecycle.

Skillset

• Familiarity with Agile frameworks
• Ability to document and troubleshoot errors.
• Working knowledge SQL
• Excellent communication skills
• Attention to detail.
• Analytical mind and problem-solving aptitude
• Strong organizational skills

Must Have

• Experience in UFT
• Jmeter is an added advantage.
• API testing experience
• ISTQB Certification

• Identity Access Management (IAM)/SailPoint IIQ  Implementation and Governance
• Java development
• Role -Base Access Control (RBAC)
• Custom / OOTB connector development experience
• Integration experience with JDBC, Active Directory, ServiceNow, Mainframe  ACF2