Quality Analyst

We are hiring for Quality Analyst role for Gurgaon location.

Languages Known : Hindi & English

We are looking for candidates with at least 1 year work experience as Quality Analysts in BPO sector.

Location: Sector 18 Gurgaon

Working Days: 5 days a week (Week off would be rotational)

Work timings: Day - Rotational 10.5 Hours shift,For Girls Day shift

Package: 4.5 lpa

Responsibilities:
Conduct regular evaluations including calls, chats, emails, social media etc. to assess adherence to quality standards, customer service protocols, and regulatory requirements.
Provide constructive feedback to agents based on evaluation results to enhance performance and customer satisfaction.
Generate comprehensive reports and dashboards to track quality metrics, performance trends, and improvement initiatives.
Participate in calibration sessions and team meetings to ensure consistency and alignment in Quality assessment processes.
Conduct Deep-dive analysis and share training needs based on the evaluations and analysis.
Stay updated on industry trends, emerging technologies, and best practices.

Requirements:

Can communicate in Hindi and English both.
• Call Audit
• Live Call
• Recorded Calls
• Team Strength
• Call Duration
• What is AHT?
• How to share Feedback
• Call Calibration
• No of calls audit
• What is your feedback mechanism?
• Basic Excel Knowledge
• DIP Check Knowledge

Graduation in mandatory

1+ Year Experience as a Quality Auditor

3+ Years experience in BPO(International or domestic)

Excellent Communication skills

Proficiency in using quality monitoring tools and Microsoft Office Suite.

Interested candidates can DM or share their CV's at shilpi.singh@1point1.com

or drop their CV's @ 7827292832