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!

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