Quality Analyst

Work Location: Thane Work from office, 6 days of working Role & responsibilities Roles and responsibilities: • Monitor the calls of each advisor and provide immediate feedback to them in case of critical errors and non-critical errors • Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation. • Report contacts handling performance and statistics through monitoring and test contact evaluation. Also share daily, weekly, and monthly reports submitted to the Quality Assurance Supervisor. • Will be responsibility to meet Quality related service level monthly • Randomly monitor calls to ensure Client/TP standards are maintained. • Need to manage BAU, Business intelligence audit and other compliance audits as per business requirement • Provide regular feedback to team Members regarding the performance of the team and any issue that needs escalation. • To work together as a team and achieve the targets set by clients • Need to be flexible and motivate the team at regular intervals. Preferred candidate profile Minimum 2 year of experience into domestic BPO , (Preferably Voice Process) Education- Any Graduate Minimum 1years of experience in Customer service inbound process as QA. Immediate joiner Contact Hr for more information( 8008325085) Mail your CV to mamidineha@teleperformancedibs.com