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Quality Analyst - Bank - Gurugram

Quality Analyst - Bank - Gurugram

V Konnect

2 - 7 years

5 - 9 Lacs

gurugram

Posted:1 week ago| Platform:

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Skills Required

inbound quality analyst call monitoring call quality call audit call calibration quality control

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Review Inbound and Outbound calls for call quality basis set parameters and ensure completion of daily targets on call observation

Review Quality parameters and make changes whenever necessary in consultation with Operations
Provide quality metric analysis on compliance scores, Customer Satisfaction, first call resolution of inbound agent
Provide root cause analysis on program, team and agent level identified opportunities
Provide recommended intervention activities to address quality metric opportunities identified
Provide training agenda feedback on nesting quality metric performance
Provide analysis on other operational metrics such as average handle time, emails per hour, etc
Monitor QA Scores of the assigned team
Monitor calibration levels

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