Quality Analyst

Role & responsibilities

• High performance delivery on all quality parameters.
  
• Call Auditing and Evaluation.
  
• Conduct audits and feedback for all the agents with the objective of improving agents.
  
• Giving 1on 1 feedback
  
• Understand customer needs and requirements to develop effective quality control processes.
  
• Performs monitoring and assessment of all interactions of the associates (Inbound /Outbound Calls)
  
• Data analysis and creating designated reports/dashboards.
  
• Prepare TNA, publish and execute for 100% closure.
  
• Reduce the learning curve and help enhance product/process knowledge of new team members.
  
• Execute internal call listening/calibration sessions.
  
• Maintain and sustain exceptional KPI performance.
  

Preferred candidate profile

• Ok with Night Shift only.
  
• Candidate Should have exp in Quality Role with International BPO.
  
• 06 Months to 5 Years of QA Exp is must.
  
• Good Comm Skills Mandate.
  

Perks and benefits

• 5 Days Working.
  
• 1.5 Paid Leave after Probation Period.