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Outpace Consulting Services
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Quality Analyst

Quality Analyst

Outpace Consulting Services

8 - 12 years

3 - 11 Lacs

Mumbai Maharashtra India

Posted:2 months ago| Platform: Foundit logo

Apply

Skills Required

Quality Monitoring BPO Processes Evaluation Programs Call Quality Customer Feedback Analysis Business Risk Mitigation

Work Mode

On-site

Job Type

Full Time

Job Description

Minimum 8+ Years Experience in BPO International Voice. Minimum 2 Year Experience As A Quality Analyst is mandatory. Developing, executing, and monitoring evaluation programs and test plans to assess the quality of the service or product. Monitoring changing trends and customer feedback to identify areas of improvement. Call quality monitoring and providing feedback to agents and managers. Optimal use of technology and tools to enhance quality assurance processes. Introducing and conducting training programs to improve the skills and knowledge of the agents and staff. Business risk assessment and mitigation. Reduction of employee attrition and retention of talent. Up-gradations of business processes and standards to meet customer expectations and satisfaction.

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Quality Analyst