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Capgemini
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Quality Analyst

Quality Analyst

Capgemini

2 - 6 years

0 Lacs

kolkata west bengal

Posted:10 hours ago| Platform: Shine logo

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Skills Required

procedures feedback coaching monitoring calls trend analysis quality management excel access powerpoint power bi telephone etiquette production information performance expectations action plans development plans training needs identification reporting data contact centre operations quality analyst preparing quality audit forms quality reports office software proficiency reporting software proficiency

Work Mode

On-site

Job Type

Full Time

Job Description

As a Quality Analyst, you will be responsible for evaluating the performance of customer service agents across various communication channels such as phone calls, emails, and chats. Your primary focus will be on assessing telephone etiquette, accuracy of production information provided, and adherence to procedures. Your key responsibilities will include providing constructive feedback and coaching to customer service agents to help them improve their performance. You will also be required to set performance expectations, develop action plans, and create development plans aimed at enhancing call quality. In addition, you will play a crucial role in analyzing quality evaluation results to identify training needs and assess agents" performance. By monitoring calls and compiling data, you will be able to report trends and insights to the management team, contributing to process improvements and overall operational efficiency. To be successful in this role, you should have a minimum of 2-4 years of experience in contact center operations, with at least 1 year of experience specifically as a quality analyst. Possessing additional certification in quality management would be advantageous. Your secondary skills should include hands-on experience in creating quality audit forms and reports. Proficiency in using common office and reporting/analysis software such as Excel, Access, PowerPoint, and Power BI will be essential to carry out your duties effectively.,

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Quality Analyst