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Quality Analyst - IT Edtech Company

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Job Title: BPO Quality Analyst - Domestic/International Voice ProcessWe are currently looking for a skilled BPO Quality Analyst with experience in both Domestic and International Voice Processes. The ideal candidate should have a minimum of 4 years of experience in Quality Assurance, with expertise in auditing calls, preparing audit reports, call calibration, CSAT analysis, and team training. Key Responsibilities:<ol><li>Audit calls to ensure adherence to quality standards and compliance with company policies and procedures.</li><li>Prepare detailed audit reports highlighting areas of improvement and providing actionable feedback to agents.</li><li>Conduct call calibration sessions to ensure consistency and accuracy in the evaluation process.</li><li>Analyze CSAT (Customer Satisfaction) scores and identify trends to improve overall customer experience.</li><li>Provide training and coaching to agents based on identified performance gaps.</li><li>Collaborate with internal stakeholders to implement quality improvement initiatives.</li><li>Ensure timely completion of quality-related tasks and deliverables.</li></ol> Requirements:<ol><li>Minimum 4 years of experience as a Quality Analyst in a BPO setting.</li><li>Experience auditing calls and preparing audit reports.</li><li>Proficiency in call calibration techniques.</li><li>Strong analytical skills with the ability to interpret data and identify trends.</li><li>Excellent communication and interpersonal skills.</li><li>Ability to work in a fast-paced environment and handle multiple tasks simultaneously.</li><li>Immediate joiner preferred.</li></ol> Job Types: Full-time, Permanent Schedule: Day shift Supplemental Pay Types: Performance bonus, Yearly bonus Education: Bachelor's degree (Preferred) Experience: Total work: 4 years (Preferred) Work Location: In person If you are interested and meet the qualifications for this position, please contact the employer at +91 7743007120. We look forward to hearing from you!

Quality Analyst - IT Edtech Company

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