Quality Analyst (US Shift- 24*7 Shift)

Role & responsibilities

• Job Responsibilities :
• Auditing calls of US representatives & collecting vital data that supports in taking strategic decisions.
• Allocate calls to team, keeping in mind centers, agents & number of calls ratio.
• Maintain daily report of productivity, AHT & center balance.
• Manage, maintain and disseminate updates for the process.
• Audits for new trainees and sharing feedback with them.
• Provide floor support & support team in OJT to ensure they hit the floor with proper Knowledge & techniques.
• Take fortnightly calls with business partners, ask questions pertaining to process and clear the doubt if any.
• Maintain query tracker for the process related queries and interact with the client for the same