Quality

Ludhiana

• Call Auditing and analysis
• Reporting to AM/Manager
• Performing call monitoring, identifying errors, and best practices on the call.
• Documenting call behaviors and giving appropriate feedback to the customer service agents.
• Applying 80:20 rules while giving feedback to the agent, discussing the call, and creating an action plan with timelines.
• Identifying call drivers and reporting to Quality TL/Manager.
• Using appropriate data management system to compile and track performance at team and individual levels.
• Participating and facilitating Calibrations sessions to check to understand and maintain consistency with feedback.
• Providing training team with actionable data as and when required.
• Providing feedback to Call Center team leaders and managers.
• Preparing and analyzing internal and external quality reports/presentations for management staff review.
• Performing translations, IVR recordings, and language assessments.
• Regular meetings with the Quality manager

• Qualification – Minimum Graduate
• Language: English, Hindi
• Overall BPO experience should be more than 2 years
• 1 Year of experience is a must as Quality Analyst
• Excellent verbal, written, and communication skills
• Must be a self-motivator and self-starter
• Good knowledge of Audit and Evaluation functions
• Ability to handle pressure and a natural go-getter
• Understanding of the Business situation and capability to address issues
• Should be patient while giving feedback, open to change
• Should have multi-tasking & interpersonal skills
• Need to have the knowledge of Quality tools
• The candidate should have excellent problem-solving capabilities and lateral thinking skills

3+ Years