Quality Analyst

Job Description

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. Key Skill Set: Good analytical skills Ability to do multi-task Ability to work well in and promote a team environment People Management skills Good communication skills are required Critical Competencies: Customer Service Good analytical skills Must be very good with data representation Must be very good with MS Excel Time Management Ability to multi-task Contact details: ph. no :- 8050980644share the relevant resumes to : ramya.ramya1@teleperformancedibs.com Best regardsRamya V