Quality Analyst

Job Description

BPO experience mandatory (PAN India Domestic based) Voice Process background (Outbound) Good communication skills Total work experience - 1-3 years Relevant experience - 1+ years as a QAP Shifts - 10am-7pm Week offs - Any 1 day Work Location - Airoli, Navi Mumbai Roles and Responsibilities : Responsible for calibrating and supporting quality standards. Participates in joint call (contact) monitoring with client, client services team and call center team. Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner. Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause. Monitor quality and accuracy attributes; recommend solutions to address root cause. Assist in customization of quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals. Provide recommendations on improving the quality process to achieve goals and objectives. Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated. Coordinate efforts with Educational Services to ensure that appropriate training and development is in place to address client quality initiatives. Monitor COPC requirements for the site. Notice Period: Only Immediate joiners shall apply for this role.