Quality Analyst

Hiring for QA on Immediate basis BPO Experience is mandatory

Job Location- Sector 18, Gurgaon (Haryana)

6 days working

9 hours shift

No cab facility

BPO Experience is mandatory.

Role & responsibilities

• Auditing of calls and complete analysis of service requests.

• Preparation of daily dashboards & Analysis of reports/data.

• Sharing daily reports & Quality Scores with the team.

• Sharing One-O-One Feedback with agents on the basis of audits.

• Participating in internal & external calibration sessions with Quality/Operations.

• Analysis of Service requests and sharing RCA.

• Data analysis and making designated reports.

• Works with Operations team to develop the overall process improvement strategy and quality plan.

• Monitoring if CCE has used the right telephone etiquettes and followed appropriate hold procedures and has given a proper resolution for the customer's request.

• Highlighting issues as per the quality parameters.

• Inducting Refresher/Quality sessions as per requirement.

• Identifying fatal and non-fatal errors impacting the process and take corrective/preventive action.

• Identifying areas of improvement and preparing the process to achieve the desired Quality Standards.

• Ensuring that internal policies, procedures, and compliance regulations are being followed.

• Conducting quality sessions for NHT batch.

• Providing supervisors & manager with regular performance feedbacks on the executives.

• Auditing calls for trainees during training & on job training (OJT Batch)

• Bpo experience is mandatory

Please share cv at

Bpo experience is mandatory

Salary budget : 30k ctc to 35k ctc