10 Acpt Analysis Jobs

Qualification: Any Graduate Experience: 3 to 4 Years in a Voice Call Quality Auditing process in BPO is must Job Role: The Senior Call Quality Auditor cum Trainer will primarily focus on auditing customer interactions to ensure SLA compliance, with a secondary focus on training new joiners and batches. This role dedicates 80% to auditing call interactions and 20% to training new joiners and batches to meet client standards. The job requires the candidate to perform call quality audits for the calls handled by the customer service agents, and further perform RCA (Root Cause Analysis), 7QC Tools, ACPT Analysis, and provide the feedback to the agents for the parameters, as per the requirement from the client, in addition to training new joinees. Job Responsbilities: 01) Fixed Day Shift: The process has fixed day shift timings. 02) Call Monitoring/Auditing: Conduct thorough call monitoring/auditing for the calls handled by the customer care agents and share the detailed feedback of monitored calls. 03) Parameter Evaluation: Assess calls for accuracy, professionalism, and resolution effectiveness, delivering actionable insights for improvement. 04) Monitor KPIs such as CSAT, First Call Resolution (FCR), and Average Handling Time (AHT). 05) KPI Monitoring: Track critical performance metrics such as Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT). 06) Deliver training programs to new joiners and existing batches to improve communication and process knowledge. 07) Scoring and Documentation: Accurately Fill out call auditing forms by scoring all relevant parameters. 08) 7QC Tools Proficiency: Utilize 7QC tools like Pareto charts and histograms effectively for quality analysis. 09) Root Cause Analysis (RCA) & ACPT Analysis: Perform in-depth Root Cause Analysis and ACPT (Agent, Customer, Process, and Technology) Analysis to identify to identify the cause of customer dissatisfaction on the call. 10) Fatal and Non-Fatal Errors: Have good knowledge of fatal and non-fatal errors/parameters for the monitored calls. 11) Call Calibration Sessions: Actively participate in joint call calibration sessions to ensure consistency in quality assessments. 12) Understand and gauge the communication level and professionalism level of the agent on the call while auditing. 13) Coordinate and facilitate call calibration sessions for agent whenever required. 14) Mentor junior auditors to enhance team performance and quality standards. Required Key Skills / Desired Experience: 01) Educational Qualification: Graduate in any discipline from a recognized university. 02) Work Experience: 3 to 4 Years in a Voice Call Quality Auditing process in BPO is must. 03) Proficiency in call auditing tools (e.g., NICE, Verint) and MS Office (Excel, PowerPoint). 04) Notice Period: Candidates who can join immediately or in 7 to 10 or 15 days would be considered favorably. 05) Communication and Languages: Candidate must have good communication in both English & Hindi along with one of the regional languages like Kannada, Tamil, Malayalam, Telugu, Marathi, Bengali, Gujarati, etc. 06) Able to multitask, prioritize, and manage time efficiently. 07) Ability to flourish with minimal guidance, and be proactive. 08) Strong analytical, communication, and mentoring skills.

Need Min 1+yrs exp as a Quality Analyst from International Voice Process BPO. Quality Analyst on papers from International Voice process. Must know RCA/QC tools/Audit Process. US Shifts Fluent English Call 8447780697 send CV monu@creativeindians.com

Need Min 1+yrs exp as a Quality Analyst from International Voice Process BPO. Quality Analyst on papers from International Voice process. Must know RCA/QC tools/Audit Process. US Shifts Fluent English Call 8447780697 send CV monu@creativeindians.com

Need Min 1+yrs exp as a Quality Analyst from International Voice Process BPO. Quality Analyst on papers from International Voice process. Must know RCA/QC tools/Audit Process. US Shifts Fluent English Call 8447780697 send CV monu@creativeindians.com

Roles and Responsibilities Urgent requirement for the position of Manager - Quality ( Travel). Interested candidates are requested to provide an updated resume at swapnil.gupta@igtsolutions.com 7042379178 May please find the below job description for your reference: Roles & responsibilities- Team Management - Managing a Team of Assistant Manager ,Quality Evaluators and Team Leaders for aligned Processes Should have time and people management skills Quality Activities - Documentation for Transaction Monitoring Keeping Track on Process Trends Analyze and Report Trends in Agents/Process performance Implement corrective action plans as and when required Participate in quality systems improvement activities using six sigma methodologies Recommend initiatives to improve transaction Quality through new quality tools and Motivational Dip check compliance - Weekly basis Calibration compliance - Weekly basis Weekly and Monthly reports - Weekly and Monthly basis Identify bottom Quartile and steps to improve them. Analyze and Report Trends in Agents/Process performance Implement corrective action plans as and when required Participate in quality systems improvement activities using six sigma methodologies Recommend initiatives to improve transaction Quality through new quality tools and Motivational approach Desired Candidate Profile Travel domain experience shall be preferred (Mandatory) Well versed with travel domain knowledge & MS Office (Specially Excel, Word and PPT). Strong supervisory skills with an eye for detail. Result Oriented. Excellent written and verbal communication skills in English. Organized and Methodical, Target and deadline driven. Knowledge of all QC Tools like Pareto, Six Sigma etc. Perks and Benefits Work from Office 5 Days working 24*7

Must have Min 1+yrs Exp as Quality Analyst from International Voice process BPO Need Immediate Joiner Only Must know Quality QC Metrics. Excellent Comms required US Shifts Call 8447780697 send CV monu@creativeindians.com

Roles and Responsibilities Urgent requirement for the position of Assistant Manager - Quality ( Travel). Interested candidates are requested to provide an updated resume at sonam.singh1@igtsolutions.com 9953150816 May please find the below job description for your reference: Roles & responsibilities- Team Management - Managing a Team of Quality Evaluators and Team Leaders for aligned Processes Should have time and people management skills Quality Activities - Documentation for Transaction Monitoring Keeping Track on Process Trends Analyze and Report Trends in Agents/Process performance Implement corrective action plans as and when required Participate in quality systems improvement activities using six sigma methodologies Recommend initiatives to improve transaction Quality through new quality tools and Motivational Dip check compliance - Weekly basis Calibration compliance - Weekly basis Weekly and Monthly reports - Weekly and Monthly basis Identify bottom Quartile and steps to improve them. Analyze and Report Trends in Agents/Process performance Implement corrective action plans as and when required Participate in quality systems improvement activities using six sigma methodologies Recommend initiatives to improve transaction Quality through new quality tools and Motivational approach Desired Candidate Profile Travel domain experience shall be preferred (Mandatory) Well versed with travel domain knowledge & MS Office (Specially Excel, Word and PPT). Strong supervisory skills with an eye for detail. Result Oriented. Excellent written and verbal communication skills in English. Organized and Methodical, Target and deadline driven. Knowledge of all QC Tools like Pareto, Six Sigma etc. Perks and Benefits Work from Office 6 Days working 24*7 Interested Candidate can share their cv @ sonam.singh1@igtsolutions.com

Must have Min 1+yrs Exp as Quality Analyst from International Voice process BPO Need Immediate Joiner Only Must know Quality QC Metrics. Excellent Comms required US Shifts Call 8447780697 send CV monu@creativeindians.com

Quality Team Leader from International Voice Chat process can apply. Handled a team of Quality Analyst's. Well Versed with Quality Metrics. US Shifts Excellent Comms Required Call 8447780697 send CV monu@creativeindians.com

Need Min 1+yrs exp as a Quality Analyst from International Voice Process BPO. Quality Analyst on papers from International Voice process. Must know RCA/QC tools/Audit Process. US Shifts Fluent English Call 8447780697 send CV monu@creativeindians.com