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| Job Location | Kolkata |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | BPO / Call Center |
| Functional Area | Sales / BD,Customer Service (International) |
| EmploymentType | Full-time |
Quality Analyst Track Associate performance and its impact on the process/ project. Understand the process/ function goals and help the team to achieve them. Completing call monitoring and feedbacks as per SLA or internally defined. Conducting calibration sessions and initiating action plans for reducing variance. Conducting Quality induction for new hires. Should be able to identify areas of improvement and failure modes of a project and be able to mitigate action plans with Root Cause. Ability to coach associates and peers on Quality tools pertaining to the process/ project. Ensure adherence to Process Quality SLA s. Presents appropriate information in a clear and concise manner both orally and in writing. Coordinating with the clients/ customers on the process related issues and updates High performance delivery on all quality parameters, ensure zero compliance issues in terms of quality. Conduct call audits on process communication and soft skills parameters and give constructive feedback to associates and derive action plan with the objective of improving scores for training or conversion.Skills: Should have experience in call taking and call monitoring. BPO experience is mandatory. Should have Quality process knowledge and have worked in the similar role. Should have data analysis, data interpretation, excel and analytical skills. Should have customer experience, soft skills and process orientation. Understanding of Audit & Coaching process.,
Keyskills :
qualitycustomer relationstest casescalibrationauditingsoft skillsdata analysisquality toolsfailure modesprocess qualitycustomer experiencedata interpretationconstructive feedbackbpocall moniting