Quality Analyst

Startek (Aegis Customer Support Services Pvt. Ltd.)

4 - 9 years

3 - 5 Lacs

kolkata

Posted:3 hours ago| Platform:

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Skills Required

bpo outbound process outbound sales call audit outbound telesales root cause analysis quality audit qc tools pareto analysis 7qc voice process call monitoring rca call quality quality monitoring metrics sales process feedback call calibration quality tools fishbone

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 provide feedback to agents on their performance and suggest improvements.
* Develop and implement quality tools such as Pareto analysis, Fishbone diagrams, and RCA to resolve issues.
* Collaborate with the team to improve outbound sales processes, metrics, and Voice Process.

Desired Candidate Profile

* 4-9 years of experience in a BPO or call center environment.
* Strong knowledge of Quality Analysis tools such as Call Audit, Call Monitoring, Call Calibration, Feedback.
* Experience with Quality Monitoring software like QC Tools.

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