Opening For Quality Analyst internation Voice Process

Quality Analyst:

Role Definition -A keen eye for Process enhancement, with knowledge and prior experience of call/chat/email audits (Process Quality & Comm) with client deliveries.

Key Roles & Responsibilities -

• Should perform quality audit of respective users.​
• Maintain quality and provide guidance where user lack.​
• Drive C-Sats and gain customer satisfactions of end users.​
• Provide regular updates to users (internal and external both).​
• To conduct regular Feedback sessions for Agents.​
• Follow feedback mechanism while sharing feedbacks.​
• To conduct calibration sessions with operations and training team.​
• Generating daily , weekly & monthly Quality Reports.​
• Measure and analyze teams efficacy and action training. ​
• Providing TNA and TNI reports to training team. ​
• Conduct RCA analysis as per client requirements. ​
• Attend client calls for business reviews. ​
• Should have fair knowledge of 7 QC tools of Quality.​
• Assistance for continual improvement.​
• Providing trainings to agents on quality parameters , KRA's & KPIs. ​

Educational Qualification -

• Graduate in Any stream.

Experience -

• Min. 1 year of experience as a Quality Analyst in an International BPO (Voice )
• Min. 1 year of experience of Sales / Inbound Audit processes.
• Preferable Client exposure with Calibration session/connects.

Skills & Requirement -

• Excellent communication skills.​
• Skilled in MS excel & MS Tools.​
• Knowledge of Quality Assurance Practices.​
• Problem-solving skills.​
• Attention to detail and accuracy.​
• Knowledge of Quality Standard (COPC, Six Sigma etc.)

Connect with us: Talk to HR:Amrit: Call/WhatsApp: 7899326333