BPO Quality Analyst Venturesathi Business Services

1.0 - 5.0 years

0 Lacs

rourkela

On-site

The Quality Analyst position involves the responsibility of monitoring and evaluating customer interactions in the call center to ensure adherence to processes, compliance with regulations, and achievement of customer satisfaction goals. Your role will include analyzing agent performance, identifying areas for improvement, and providing constructive feedback to enhance service quality. You will be expected to conduct regular monitoring of customer interactions such as phone calls, chats, and emails to assess the quality of service provided by agents. By analyzing quality data, you will identify trends, patterns, and areas that require improvement. Your insights and recommendations based on p...

Posted 3 weeks ago

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Hiring For Manager - Interaction Analytics, (Bangalore/Hyderabad). Hinduja Global Solutions (HGS)

8.0 - 13.0 years

9 - 15 Lacs

Hyderabad, Bengaluru

Work from Office

8+ years in Interaction analytics & Quality analytics. Establish and maintain Interaction Analytics standards and practices , metrics, and performance targets across all interaction analytics accounts. Conduct assessments of contact center operations to identify areas for improvement and potential projects Set clear performance expectations, provide regular feedback, and conduct performance reviews with the team and operations stakeholders Drive analytics initiatives across all contact center operations. Collaborate with cross-functional teams (e.g., Training, Operations, Customer Service) to implement process changes and address identified issues. Engaging with Interaction Analytics Platfor...

Posted 3 months ago

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