Posted:1 month ago|
Platform:
On-site
Full Time
Hi Team,
PrimaOmega Marketing Pvt LTD is hiring UK Telecom Quality Analyst. Find the JD in below-
Core responsibilities
· Monitoring and Auditing: Regularly review customer interactions (calls, chats, emails) to assess service quality, accuracy, and compliance with scripts and policies.
· Performance Analysis: Analyze call and performance data to identify trends, patterns, and areas for improvement.
· Agent Feedback and Coaching: Provide one-on-one feedback to agents based on audit findings and deliver targeted coaching to improve performance.
· Reporting: Prepare and present daily, weekly, and monthly reports on quality scores, agent performance, and key findings to management.
· Process Improvement: Work with management and operations to identify and implement process improvements that enhance customer satisfaction and operational efficiency.
· Training: Assist in training new and existing agents, conduct refresher sessions, and help develop training materials.
· Compliance: Ensure all activities comply with internal policies, procedures, and relevant regulatory standards.
· Quality Assurance: Help develop and implement quality assurance policies and strategies.
Key skills and qualifications
· Strong analytical and problem-solving skills · Excellent communication and interpersonal abilities · Attention to detail and a commitment to accuracy · Ability to work under pressure and handle multiple tasks · Proficiency in data analysis and reporting · Experience in a BPO or call center environment is often required · Familiarity with quality assurance principles
Location: Salt Lake, Sec-V, Kolkata.
Salary: 20,000/- to 25,000/- per month.
Experience: min 1 year as UK Telecom Quality Analyst on paper.
** Interested candidates mail your updated CV at sraddha@primaomega.com
Job Type: Full-time
Pay: ₹20,000.00 - ₹25,000.00 per month
Work Location: In person
Prima Omega Marketing Pvt Ltd
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