Posted:2 weeks ago|
Platform:
Work from Office
Full Time
Job Description • Sr.Quality Analyst is responsible for assessing the quality performance of our call center associates who deal with our existing and potential customers. • The QA will monitor inbound and outbound calls and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. • The individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needs to enhance the overall Pentagon Space customers experience. Job Profile • Meeting the audit targets aligned. • Quality Check of the leads generated by the operations / data research team members. • Sharing of Feedback with the advisors / research analysts. • Participates in design of call monitoring formats and quality standards. • Uses quality monitoring data management system to compile and track performance at individual level. • Provides actionable data to various internal support groups / stakeholders as per the requirement. • Coordinates and facilitates call calibration sessions for staff. • Prepares & analyses internal & external quality reports for the management staff. • Provide training and coaching to the new team members. • Maintenance of reports including Productivity, Quality and SLA. • Maintaining Data work and Presentation.
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