Quality Analyst (Transactional)

As a Quality Analyst located in Gurgaon, your role will involve day to day operations focusing on quality, audit, process control, and improvement. Key Responsibilities: - Auditing calls made by US representatives and gathering essential data to assist in making strategic decisions. - Allocating calls to the team while considering the centers, agents, and call volume ratio. - Keeping daily reports on productivity, Average Handling Time (AHT), and center balance. - Managing, maintaining, and sharing updates for the process. - Conducting audits for new trainees and providing them with feedback. - Offering floor support and guiding the team during On-the-Job Training (OJT) to ensure they are well-prepared with knowledge and techniques. - Participating in fortnightly calls with business partners, addressing process-related questions, and clarifying any doubts. - Maintaining a query tracker for process-related inquiries and liaising with clients as needed. Key Requirements: - Minimum of 3 years of experience in a BPO Quality Analyst role. - A graduate in any stream. - Proficiency in understanding quality aspects and functions related to Quality. As a Quality Analyst located in Gurgaon, your role will involve day to day operations focusing on quality, audit, process control, and improvement. Key Responsibilities: - Auditing calls made by US representatives and gathering essential data to assist in making strategic decisions. - Allocating calls to the team while considering the centers, agents, and call volume ratio. - Keeping daily reports on productivity, Average Handling Time (AHT), and center balance. - Managing, maintaining, and sharing updates for the process. - Conducting audits for new trainees and providing them with feedback. - Offering floor support and guiding the team during On-the-Job Training (OJT) to ensure they are well-prepared with knowledge and techniques. - Participating in fortnightly calls with business partners, addressing process-related questions, and clarifying any doubts. - Maintaining a query tracker for process-related inquiries and liaising with clients as needed. Key Requirements: - Minimum of 3 years of experience in a BPO Quality Analyst role. - A graduate in any stream. - Proficiency in understanding quality aspects and functions related to Quality.