Quality Analyst - BPO

Quality Auditor

Dwarka (Work from office)

6 days a week (Rotational Offs)

Rotational Day Shifts

4.2 - 4.5 LPA

Requirements:

Graduation in mandatory

1+ Year Experience as a Quality Auditor

Excellent Communicational skills

Proficiency in using quality monitoring tools and Microsoft Office Suite.

Responsibilities:

Conduct regular evaluations including calls, chats, emails, social media etc. to assess adherence to quality standards, customer service protocols, and regulatory requirements.

Provide constructive feedback to agents based on evaluation results to enhance performance and customer satisfaction.

Generate comprehensive reports and dashboards to track quality metrics, performance trends, and improvement initiatives.

Participate in calibration sessions and team meetings to ensure consistency and alignment in Quality assessment processes.

Conduct Deep-dive analysis and share training needs based on the evaluations and analysis.

Stay updated on industry trends, emerging technologies, and best practices.