QUALITY ANALYST BPO

As a Quality Analyst at iEnergizer, a renowned leader in the Business Process Outsourcing sector, you will be responsible for maintaining high-quality standards in call and back-office services. Your role will involve monitoring live and recorded calls, chats, or emails to evaluate agent performance, providing detailed feedback on quality scores, and identifying areas of improvement. Additionally, you will be expected to maintain and analyze QA reports, conduct quality audits, and collaborate with team leaders to drive performance enhancements. Key responsibilities include sharing regular MIS and dashboards with management, assisting in the development of quality standards and processes, providing refresher sessions to agents based on error trends, and participating in client calibration sessions and internal reviews. The ideal candidate for this full-time position should possess 1 to 3 years of experience in quality analysis, with a background in the BPO industry. A Bachelor's degree in any discipline is required, along with proficiency in Hindi and English, strong listening, analytical, and communication skills, and proficiency in MS Excel, Word, and call auditing tools. This junior-level position offers a salary of up to 32,000 INR CTC per month and is based in New Delhi, Noida, Ghaziabad, or Faridabad. If you have a detail-oriented mindset, the ability to work independently and as part of a team, and strong documentation and reporting skills, we encourage you to apply. Exposure to quality improvement techniques is considered a plus, making this an excellent opportunity for individuals looking to grow their career in quality analysis within the BPO industry. Join us at iEnergizer and be part of our commitment to exceptional customer management solutions.,