Senior Quality Analyst//Quality Evaluator//International BPO Hiresquad

2.0 - 7.0 years

4 - 6 Lacs

bengaluru

Work from Office

Leading BPO in Bangalore Hiring for Sr Quality Analyst International Voice Process Must have minimum 1 year experience in Quality in International BPO in Voice process Must have Experience in International BPO BPO Only Graduate 5 Days Working Cabs in ODD Hours Shifts 24*7 Responsibilities: • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners) • Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practice implementation • Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes • Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable) • Contribute to maintaining forms and legends documents • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals Mail your cv at simmi@hiresquad.in or call a 8467054123

Posted 2 days ago

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Senior Quality Analyst//International BPO//Voice Process Hiresquad

2.0 - 7.0 years

4 - 6 Lacs

pune

Work from Office

Leading BPO in Pune Hiring for Sr Quality Analyst International Voice Process Must have minimum 1 year experience in Quality in International BPO in Voice process Must have Experience in International BPO BPO Only Graduate 5 Days Working Cabs in ODD Hours Shifts 24*7 Responsibilities: • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners) • Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practice implementation • Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes • Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable) • Contribute to maintaining forms and legends documents • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals Mail your cv at simmi@hiresquad.in or call a 8467054123

Posted 2 days ago

Apply

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