Hyatt is Hiring for Quality Assurance Analyst | Software Testing Jobs

Hyatt is Hiring for Quality Assurance Analyst | Software Testing Jobs

Hyatt is seeking a diligent Quality Assurance Analyst to join their team in Mumbai. This pivotal role involves assessing and reporting the performance of customer-facing colleagues using predefined Interaction Standards. If you have a knack for evaluating voice, email, and chat interactions, along with a passion for enhancing the overall service experience, this opportunity could be your next career move.

Qualification Requirements:

• 2-3 years’ experience in a frontline customer service role with strong knowledge of Hyatt reservation processes and procedures
• 1-2 years of experience in a quality assurance role in contact centers
• Bachelor’s Degree in Statistics, Business, or related field preferred
• Good Excel, Word, and PowerPoint skills required
• Good written and oral communication skills, preferably bilingual

Company Overview:

Hyatt is a consultancy firm specializing in various areas, including global property and guest services.

Responsibilities:

• Evaluate voice, email, and chat interactions of frontline colleagues according to established standards
• Provide constructive feedback and identify potential customer interaction issues
• Facilitate calibration meetings and collaborate with Operations leaders to improve service delivery
• Help colleagues improve performance with specific feedback and support
• Provide coaching feedback to Team Managers and maintain productivity in evaluations
• Support creation of reports reflecting KPI performance and monitor trends
• Support post-new hire training with nesting or mock calls
• Demonstrate commitment to Hyatt core values

Qualifications:

• 2-3 years’ experience in frontline customer service role and 1-2 years in quality assurance role
• Bachelor’s Degree in Statistics, Business, or related field preferred
• Good Excel, Word, and PowerPoint skills
• Good written and oral communication skills, preferably bilingual
• Self-motivated, proactive, and a good team player
• Proven ability to communicate effectively with multiple management units and coach individuals
• Ability to develop creative solutions and seek root causes of problems
• Attention to detail and accuracy

Desirable Skills:

• Ability to negotiate, manage conflict, and influence change
• Openness to seeking common ground and building relationships

Application Process:

The application process for this position was not provided in the job posting. Interested candidates may need to reach out to India Consultancy Private Limited directly for more information on how to apply.

How to Apply

• Click on the provided link.
• Read the information.
• Click on the “Apply” button.
• Fill in your details, upload your resume and proceed to the next step.

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