Quality Analyst

Conneqt

1 - 3 years

2 - 4 Lacs

hyderabad

Posted:6 hours ago| Platform:

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Skills Required

quality audit feedback call audit calibration qc tools

Work Mode

Work from Office

Job Type

Full Time

Job Description

To monitor and evaluate the performance of the CCEs and suggest their improvement areas
To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs.
To take part in calibrations with the client, OPS, Training and help to resolve the disputes.
To ensure the process is meeting Client KPIs such as CSAT and Quality scores
To conduct Quality sessions to share areas of improvements based on the feedback of audits.
Mock call and OJT certification of New Hire Batches
Ensure higher Client satisfaction scores
Identification of root causes and preparing Corrective actions
To give inputs to the CCEs on their improvement areas

Email: Krsha.Satish@digitide.com

Cl.no: 8977713990

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