Quality Assurance Analyst (QA)

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre associates who deal with our existing and potential customer. The QA will monitor inbound , outbound call or emails responses to assess associate s communication, technical accuracy, customer service performance, and conformity to company policies and procedures.

Roles and Responsibilities:

• Auditing of calls and complete analysis of service requests.
• Sharing One-O-One Feedback with agents based on audits.
• Works with Operations team to develop the overall process improvement strategy and quality plan.
• Monitoring if CCE has used the right telephone etiquettes and followed appropriate hold procedures and has given a proper resolution for the customer s request.
• Highlighting issues as per the quality parameters.
• Sharing daily reports & Quality Scores with the team.
• Participating in internal & external calibration sessions with Quality/Operations.

Extensive experience working with Quality Analyst in BPO/KPO Sector
Total Experience: 1+Yrs
6 Days Working
Education -Any Graduate

Skills

• Excellent verbal, written and interpersonal communication skills.
• Exceptional listening and analytical skills.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Ability to multitask and successfully operate in a fast paced, team environment.