Quality Analyst - BPO VOICE

Key responsibilities:

1. Call Quality Monitoring:
• Monitor and evaluate Inbound/Outbound calls made by tele-caller agents to potential Delivery Executives (DEs) for onboarding or rejoining.
• Assess agents communication skills, adherence to scripts, SOP compliance, and accuracy in providing information.
2. Quality Feedback and Coaching:
• Provide structured feedback to agents on areas of improvement and commend them on their strengths.
• Conduct regular coaching sessions to improve call quality, sales techniques, and compliance with the onboarding process.
3. Performance Analysis:
• Analyze call data and generate required MIS & quality reports, highlighting trends, improvement areas, and agents performance.
• Conduct and document detailed Root Cause Analysis (RCA) and Corrective & Preventive Actions (CAPA) for Fatal errors and Escalations.
• Identify training needs based on quality assessments and suggest appropriate & relevant training programs.
4. Compliance Checks:
• Ensure agents adhere to Swiggy's SOPs, including documentation verification, payment completion, and DE onboarding processes.
• Verify that agents follow the guidelines for the rejoiner process and effectively address DEs' concerns.
5. Process Improvement:
• Recommend process improvements based on quality analysis to enhance the efficiency of the recruitment and onboarding processes.
• Collaborate with the onboarding and reliability teams to ensure at least 70% of new DEs complete their first order within 48 hours of onboarding as per the SLA and changes as applicable.
6. Documentation and Reporting:
• Maintain accurate quality assessment records and update performance trackers.
• Report non-compliance, process deviations, and recommend corrective actions.
7. Customer Experience Optimization:
• Ensure a seamless candidate experience by identifying areas to improve agents approach in persuading potential DEs.
• Contribute to improving the onboarding process by sharing insights from quality evaluations.