Quality Analyst (voice Process)

Role & responsibilities

We are seeking an adept Quality Analyst to join our BPO team, specializing in call audits and leveraging diverse Quality Control (QC) tools. This pivotal role is dedicated to enhancing customer interactions, optimizing processes, and fostering growth in both customer service and sales domains. Your expertise in Sales processes, as well as improving Business Quality (BQ), is essential to excel in this position.

Key Responsibilities:

1. Call Quality Audits and Beyond:

- Perform comprehensive call audits to evaluate sales interaction effectiveness.

- Utilize QC tools for in-depth trend analysis and actionable insights.

- Apply findings to enhance customer service quality and bolster sales numbers.

2. Collaborative Sales Enhancement:

- Partner with sales managers to define key performance indicators (KPIs).

- Deliver constructive feedback, enrich sales techniques, and foster growth.

3. Training Needs Identification:

- Identify training requirements and contribute to program development.

- Maintain accurate training records, ensuring continuous improvement.

4. Industry Insight and Process Excellence:

- Stay updated on industry trends, engaging in QA calibration sessions.

- Assist in crafting action plans for process refinement.

Skills:

- Possess of experience as a Quality Analyst, with a pronounced focus on call quality audits and adeptness in diverse QC tools.

- Display a profound comprehension of call centre operations, quality assurance principles, and industry best practices.

- Demonstrate familiarity with a spectrum of QC tools, coupled with their adept application for process enhancement.

- Showcase impeccable communication skills, enabling effective feedback and insights dissemination.

- Possess an analytical mindset, effectively translating data into actionable recommendations.

Interested Candidates can call or WhatsApp on 9821224371 HR Priyanshi

Immediate joiners will be Preferred.