Quality Analyst

Teleperformance (TP)

2 - 7 years

3 - 4 Lacs

bengaluru

Posted:13 hours ago| Platform:

Apply

Skills Required

call quality quality audit call audit qc tools tna root cause aht tni metrics feedback quality analysis call calibration quality check ojt quality tools fishbone bqm root cause analysis 7qc call monitoring rca quality monitoring quality improvement quality assurance csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Roles and Responsibilities

Conduct quality audits, call calibrations, and root cause analysis to ensure adherence to quality standards.
Monitor calls using QC tools like CSAT, AHT, TNA, BQM, OJT, Fishbone diagrams for improvement opportunities.
Provide feedback on performance gaps identified during monitoring sessions and assist in implementing corrective actions.
Collaborate with team members to resolve issues related to call quality and customer satisfaction.
Perform quality checks on processes and procedures to identify areas for improvement.

Desired Candidate Profile

2-7 years of experience in a similar role within the BPO industry.
Strong understanding of call audit principles and practices.
Proficiency in using QC tools such as CSAT, AHT, TNA etc. .
Excellent communication skills with ability to provide constructive feedback effectively.

Contact HR: Yamanur 9449900627

yamanurappa.kuri@teleperformancedibs.com

More Jobs at Teleperformance (TP)

Customer Support Executive || Voice

bengaluru

1.0 - 3.0 yrs

INR 1 - 2 Lacs

Customer Care Executive - Voice Process

bengaluru

1.0 - 3.0 yrs

INR 1 - 2 Lacs

It Service Desk Analyst

hyderabad

1.0 - 4.0 yrs

INR 1 - 4 Lacs

Back Office Executive AML/KYC

mumbai

1.0 - 4.0 yrs

INR 4 - 4 Lacs

WFM Senior Manager

gurugram

4.0 - 9.0 yrs

INR 6 - 10 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.