Quality Analyst

Epicenter Technologies Private Limited

2 - 4 years

0 Lacs

mumbai city mira bhayandar

Posted:5 hours ago| Platform: Shine logo

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Skills Required

call audit call monitoring qa quality analysis quality assurance quality coach quality analyst

Work Mode

On-site

Job Type

Full Time

Job Description

Roles & responsibilities:

To manage transaction quality profile
To conduct audits as per defined guideline and sampling for transaction monitoring
To ensure 100% closure of feedback
To create and publish regular audit reports with management and clients (daily, weekly, monthly)
To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
To drive process improvement initiatives
To drive calibration sessions with internal or external customers
To conduct training for group of agents, when needed
To conduct quality induction for new hire batch

Required Experience, Skills and Qualifications

Good communication skills
Should have experience managing Quality in BPO/ Contact Center
Preferred to have six sigma knowledge and understanding of basic QC tools
Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis
Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook)

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