Opening For Quality Analyst BPO in Ghansoli Salary 32 k CTC

Module : Quality

Location : Mumbai (Ghansoli )

Experience: 2+ years of experience

Roles & Responsibilities

• Call monitoring & feedback for outbound & Inbound department for process on the basis of their performance.
• Ensuring Quality is maintained on calls.
• Conducting daily briefing, call listening sessions & new updates.
• Conducting Quality induction for new agents for them to know the quality parameters in depth.
• Preparation of consolidated Quality MIS and mail to clients.
• Call Calibration with Client& Operations
• Conducting refreshers for process improvement.
• Monitor agents Side By Side and provide instant feedback to ensure consistent improvement in the scores for Quality & CSAT.
• Providing one on one & batch training/ coaching to the engineers.