Quality Analyst (Customercare)

Quality analyst of BPO Who can listen to the agents calls and share feedbacks

Should be a confident communicator and be able to build rapport with the team

High performance delivery on all quality parameters, Call Auditing and Evaluation

Conduct audits and feedback for all the agents with the objective of improving agents

Adaptive Capacity, Self-Starter/Initiator, Coachable, Metrics Capable

Quality/Accuracy Critical Thinker/Problem-Solver and Accountable

Need to do call barging & auditing and Monitor the Associates performance

Work with TL and moderators on ways to improve performance KPIs

Investigate errors and conduct sample moderation calls for agents

Calls out moderators are conduct weekly and monthly one on one

Desire Candidate Profile:

Minimum Graduation with 5-10 years proven experience as a BPO Quality Analyst

Excellent verbal communication skills in Telugu, English, Hindi, Tamil & Kannada

Should be known to quality parameters like Call calibrations and evaluation skills

Must have hands on experience in using QA tools for the BPO/CRM applications

Open to Work with 6 days working Rotational shifts as per BPO sector policies

Preferred male and immediately joining candidates only can apply this position.