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Quality Analyst, International BPO, (Kolkata, Pune, Mumbai, Bengaluru)

Quality Analyst, International BPO, (Kolkata, Pune, Mumbai, Bengaluru)

Hiresquad

2 - 7 years

4 - 6 Lacs

Mumbai Pune Bengaluru

Posted:1 day ago| Platform:

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Skills Required

Call Audit Pareto charts Root Cause Analysis QC Tools Pareto Analysis 7Qc Calibration Call Monitoring Call Quality Feedback Call Calibration fishbone diagrams Quality Tools Fishbone CSAT

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities:

Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practice implementation
Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
Contribute to maintaining forms and legends documents
Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Preferred candidate profile:

Strong attention to detail.
Self-starter, sense of urgency and works well under pressure.
Demonstrated ability to multi-task and meet timelines of deliverables.
Proficient in Microsoft Office.
Strong communication skills, both written and verbal.

Qualification : Graduation

-Upto 6.5 LPA

-Location: Mumbai, Bengaluru, Kolkata & Pune

Interested,

Reach out to: Rose (9873538143 / WA : 8595800635)

rose2hiresquad@gmail.com

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