Job Title: BPO Quality Analyst - Domestic/International Voice Process
We 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:
- Audit calls to ensure adherence to quality standards and compliance with company policies and procedures.
- Prepare detailed audit reports highlighting areas of improvement and providing actionable feedback to agents.
- Conduct call calibration sessions to ensure consistency and accuracy in the evaluation process.
- Analyze CSAT (Customer Satisfaction) scores and identify trends to improve overall customer experience.
- Provide training and coaching to agents based on identified performance gaps.
- Collaborate with internal stakeholders to implement quality improvement initiatives.
- Ensure timely completion of quality-related tasks and deliverables.
Requirements:
- Minimum 4 years of experience as a Quality Analyst in a BPO setting.
- Experience auditing calls and preparing audit reports.
- Proficiency in call calibration techniques.
- Strong analytical skills with the ability to interpret data and identify trends.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Immediate joiner preferred.
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!