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Call Quality Analyst Pune - International BPO

1.00 to 6.00 Years   Pune   06 Jun, 2023
Job LocationPune
EducationNot Mentioned
SalaryRs 6 - 7 Lakh/Yr
IndustryRecruitment Services
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

    Greetings from KVC CONSULTANTS LTD. We are looking for seasoned professionals with minimum 1 years experience in Quality Analyst. Roles & Responsibilities
    1. Design Audit forms in line with process guidelines across touchpoints
    2. Monitor calls/emails/chats as per audit forms & identify Fatal & Non-fatal errors3. Identifying historical trends through data analysis to identify agent training needs
    1. To conduct regular Feedback sessions for Agents.
    5. Publish daily, weekly & monthly Quality Reports.6. To conduct calibration sessions with operations and training team.7. Conduct quality improvement sessions for agents8. Define SOPs as per process updates/product developments & cascade to team9. Identify product changes basis transaction audits Skill Set requirement 1. Minimum 1-2 years experience in QA or International Customer care2. Excellent verbal, written and interpersonal communication skills3. Eye for details & strong analytics4. Focus on quality and customer serviceJob Location : PuneSalary : Upto 6,50,000

Keyskills :
salesdata analysisinterpersonal communicationcompliancequality improvementbpo

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