Hiring Quality Analyst for International Travel BPO

1 year on paper work experience as a Quality Analyst in international BPO is must.

• Evaluate Customer Interactions:Quality analysts listen to call recordings, review emails, or analyze other forms of customer communication to assess the quality of service provided by agents.
• Identify Defects and Non-Conformities:They pinpoint areas where agents fall short of quality standards, such as improper script adherence, poor communication skills, or inadequate problem-solving.
• Provide Feedback and Coaching:Quality analysts offer constructive feedback to agents, helping them improve their performance and develop better customer service skills.
• Analyze Data and Metrics:They track key performance indicators (KPIs) related to quality, identify trends, and report on areas that require improvement.
• Develop and Implement Quality Improvement Programs:Quality analysts work with management to develop and implement strategies for enhancing the quality of services, such as training programs or process changes.
• Utilize Quality Assurance Tools and Technologies:They leverage various tools, including quality monitoring software, analytics platforms, and CRM systems, to support their quality evaluation efforts.
• Ensure Compliance with Standards and Regulations:They ensure that all customer interactions adhere to industry standards and regulatory requirements.

Job Types: Full-time, Permanent

Pay: ₹21,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person