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Call Quality Analyst

1 years

0 Lacs

Jayanagar, Bengaluru, Karnataka

Posted:4 days ago| Platform: Indeed logo

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Skills Required

audits training drive reports calibration learning content development metrics effectiveness reimbursement schedule planning

Work Mode

On-site

Job Type

Full Time

Job Description

Qualification -Undergraduate / Any Graduates Minimum 1 year of experience in a Quality Analyst role, preferably in an e-commerce BPO process. Job roles Conduct quality audits on customer interactions (calls, chats, emails) and identify improvement areas. · Collaborate with operations and training teams to drive quality excellence across the floor. · Prepare and analyse daily/weekly/monthly quality reports and share actionable insights. · Facilitate quality calibration sessions and feedback sessions with agents and stakeholders. · Create and maintain knowledge documents, SOPs, and e-learning modules for internal use. · Assist in content development for refresher trainings and new hire programs. Monitor training metrics like TNI (Training Need Identification), training effectiveness, and performance improvement post-training. Job Type: Full-time Pay: ₹20,000.00 - ₹30,000.00 per month Benefits: Cell phone reimbursement Provident Fund Schedule: Day shift Ability to commute/relocate: Jayanagar, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Preferred) Work Location: In person Speak with the employer +91 9743314440 Application Deadline: 15/06/2025 Expected Start Date: 19/06/2025

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