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项目
工作经历
Software Quality Assurance Engineer
Performed different types of Manual Testing to check the flow of the application.
Identified defects and resolve the issues.
Created the Test Cases as per Business requirements and Use Cases
Prioritized defects and logged them in JIRA and coordinated their resolution with the development team
Trainer Jazz IB
Looking after whole New Agents Recruitment Process ( Interviews, Evaluation, Selection & Training)
Training of new hires
LMS Courses
Credentials Creations
Performance Evaluation
BCCT Reports of new Hires
Customer Support Executive (Team Leader)
Inbound Calls & Outbound Calls.
Managing 25 to 30 agents team with targeted performance.
Coordination with Jazz Team.
Supervising Live chats (What’s app, Zendesk, Facebook & Instagram).
Managing Agent KPIs which is interlinked to the project target Like
CSAT (Customers Satisfaction)
AHT & Quality
Managing all productivity reports on a daily & monthly basis.
