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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Rs 3.0 - 4.5 Lakh/Yr |
| Industry | BPO / Call Center |
| Functional Area | Operations Management / Process Analysis |
| EmploymentType | Full-time |
Candidates only from Bangalore may applyMale / Female - up to 35 years ageGraduate with overall 4 year and minimum 1+ years of experience as Quality Analyst on papers (International BPO voice process only)Should have experience in call auditing, transactional quality, call monitoring.Hands on experience in MS-Office; preferably in MS-Excel and Power PointShould have knowledge on 7 QC toolsProficiency in Ms-Office (Excel, Word, PowerPoint)Candidates should be flexible to work on week offs if requiredHigh performance delivery on all quality parameters.Audit interactions on Product/process, Communication and soft skills parameters.Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion.Data analysis and creating designated reports and presentations.Participate in calibrations to ensure consistent scoring & feedback delivery approach.Communicate to heighten awareness and focus on importance of positive customer experience.Make recommendations and drive improvement.Reduce the learning curve and help enhance product/process knowledge of new team members.Ensure that internal policies, procedures, and compliance regulations are being followed.Customer/Client InteractionsLeverage process knowledge to proactively identify areas of concern & highlight to the change Team.Prepare TNA, publish and execute for 100% closure.Real Time Support (Production/Live Support) on the floor as per the business requirement
Keyskills :
calibrationbpo voicepowerpointtransactional qualityms officevoice processmicrosoft outlookquality analysiswindowsteamworkbpomicrosoft wordauditingmicrosoft excelqualitycustomer relationsenglishanalysis