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EPIQ India Support Services LLP
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Quality Analyst (QA)

Quality Analyst (QA)

EPIQ India Support Services LLP

1 - 5 years

0 Lacs

karnataka

Posted:4 days ago| Platform: Shine logo

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Skills Required

monitoring calls quality standards ms excel reporting quality analyst bpo industry evaluating agent performance client expectations quality monitoring tools call evaluation methods

Work Mode

On-site

Job Type

Full Time

Job Description

As a Quality Analyst for the BPO process, your role will involve monitoring calls, evaluating agent performance, and ensuring adherence to quality standards and client expectations. You will play a crucial part in enhancing quality metrics and recommending process improvements based on your analysis and observations. Key Responsibilities: - Monitor inbound and outbound calls/chats to evaluate performance and compliance. - Identify training needs and provide constructive feedback to agents. - Prepare and maintain quality reports and performance dashboards. - Collaborate with the training and operations team to enhance quality metrics. - Conduct audits to ensure process accuracy and consistency. - Recommend process improvements based on analysis and observations. Qualifications Required: - 1-2 years of experience as a Quality Analyst in a BPO setup. - Strong understanding of quality monitoring tools and call evaluation methods. - Excellent communication and analytical skills. - Proficient in MS Excel and reporting. - Willingness to work in rotational shifts if required. In addition to the job responsibilities, the company offers Provident Fund benefits to its employees.,

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Quality Analyst (QA)