Quality Analyst International Voice Process

Job Title: Quality Analyst

Location: Ghansoli

Experience: Minimum 1 year as a Quality in BPO/Call Centre

Industry: BPO / International Voice Process

Employment Type: Full Time

Shift Timings: 24*7 rotational shifts with 2 rotational offs

Roles and Responsibilities:

• Responsible for monitoring agent (both Voice and Non Voice) - customer interactions against client specified policies and procedures
• Responsible for conducting calibration with all the stakeholders of business to ensure standards
• Report contact handling performance and statistics through monitoring and test contact evaluation
• Participate in huddle sessions, share inputs with team members related to error trends, process updates and tech issues. Working in close tandem with Managers and TLs on the process for an excellent team and process performance
• Report contact handling performance and statistics through daily and weekly reports
• Review evaluations, maintain call recordings for audits
• Prepare performance evaluations and documenting contact-handling procedures
• Prepare TNAs basis the audit done and coordinate with the training team to ensure the TNA is executed
• One-on-one feedback to the associates basis the audit done
• Provide domain knowledge & track external & internal escalations

Soft Skills:

• Excellent verbal, written and interpersonal communication skills
• Outstanding customer service skills and dedication to providing exceptional customer care
• Exceptional time management skills, listening and analytical skills
• Must be able to effectively deal with people at all levels inside and outside of the Company
• Able to communicate clearly, both written and in speech
• Commitment to achieve deadlines provided and result oriented
• Works with highest degree of accuracy and with eye for detail

If you are interested kindly share your updated resume on VishakhaK1@hexaware.com