Quality Analyst - International Voice Process - Kolkata

Golden Opportunities

4 - 8 years

4 - 6 Lacs

hyderabad bengaluru

Posted:1 day ago| Platform:

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Skills Required

call audit quality assurance root cause analysis qc tools pareto analysis 7qc aht call monitoring rca call quality quality analysis call calibration fishbone csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities :

Conduct call audits to ensure compliance with quality standards and identify areas for improvement.
Monitor calls to assess customer satisfaction, agent performance, and overall call quality.
Analyze data from call recordings using tools like 7QC, Pareto Analysis, Fishbone Diagram, RCA (Root Cause Analysis), CSAT (Customer Satisfaction) to improve processes and reduce errors.
Collaborate with teams to implement corrective actions based on findings from audits and monitor progress towards achieving desired outcomes.

Job Requirements :

4-8 years of experience in Quality Assurance or related field in BPO/Call Centre industry.
Strong understanding of QC tools such as AHT (Average Handle Time), Call Calibration, Call Monitoring, Root Cause Analysis (RCA), Pareto Analysis.
Excellent analytical skills with ability to interpret complex data sets effectively.

Interested candidate can share updated resume to Jeyapriya@gojobs.biz

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