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Quality Analyst

2 - 31 years

0 Lacs

Baltana, Chandigarh Region

Posted:1 day ago| Platform: Apna logo

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Skills Required

monitoring audits chat compliance service coaching training evaluation reports regulations data analysis tracking metrics management

Work Mode

Remote

Job Type

Full Time

Job Description

Key ResponsibilitiesWhile the daily tasks of a BPO QA may vary, here are some of the core responsibilities: Call Monitoring: Listening to recorded or live calls to assess agent performance. Quality Audits: Evaluating customer interactions, chat transcripts, and emails for quality compliance. Identifying Areas for Improvement: Recognizing gaps in service delivery and suggesting improvements. Providing Feedback & Coaching: Training agents based on evaluation reports. Ensuring Compliance: Making sure agents follow company policies and industry regulations. Data Analysis: Tracking quality metrics and preparing reports for management.

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