BPO Quality Analyst

BPO Quality Analyst
No. of positions - 2
Salary – 15k to 30k, Above 30k Negotiable (depend upon candidate)
Responsibilities Quality Analyst:

Perform quality evaluations for customer service agents for all the interactions (phones call, email and chat) regarding telephone etiquette, production information given and procedures.
· To listen and check the quality of the calls of the calling agents and correct their mistakes and give the reviews and feedback.
· Help the agents to enhance their Quality.
· Giving a resolution to the customers or clients should be the whole and sole responsibility.
· Must efficiently set goals and work on so as to avoid any escalations and maintain the relevancy and quality while providing service to the customers.
· Audit calls taken by Associates and give timely feedbacks
· Should have knowledge in providing feedback call calibration.
• Responsible for generating daily, weekly monthly reports for internal purposes.
• Provides actionable data to various internal support groups as needed.
• Participates in design of call monitoring formats and quality standards.
· Performs call monitoring and provides trend data to site management team.
· Uses quality monitoring data management system to compile and track performance at team and individual level.
· Performs monitors of customer care email responses
· Participates in customer and client listening programs to identify customer needs and expectations.
· Provides actionable data to various internal support groups as needed.
· Coordinates and facilitates call calibration sessions for call center staff.
· Provides feedback to call center team leaders and managers.
· Prepares and analyzes internal and external quality reports for management staff review.
Requirements of Quality Analyst:
· 2-3 years of BPO Call Center Experience
· Excellent verbal, written and interpersonal communication skills;
· Outstanding customer service skills and dedication to providing exceptional customer care;
· Focus on quality and customer service
· Exceptional listening and analytical skills;
· Must be able to effectively deal with people at all levels inside and outside of the Company;
· Ability to multitask and successfully operate in a fast paced, team environment;
· Must be proficient with Microsoft Office (intermediate Word, basic Excel);
· Job Types: Full-time.
Shift - Day Shift
Education – Master’s Holder
Experience – 2+ year

Job Type: Full-time

Salary: ₹15,000.00 - ₹30,000.00 per month

Schedule:

Day shift
Ability to commute/relocate:

Aurangabad, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Experience:

total work: 2 years (Required)
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