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Quality Analyst

1.00 to 5.00 Years   Delhi,Noida, Bangalore, Chennai, Hyderabad, Gurugram, Kolkata, Pune, Mumbai City   16 Dec, 2024
Logix Incorporation
Job LocationDelhi,Noida, Bangalore, Chennai, Hyderabad, Gurugram, Kolkata, Pune, Mumbai City
EducationNot Mentioned
SalaryRs 2.0 - 5 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Care ExecutiveCustomer Care Executive (Call Centre)
EmploymentTypeFull-time

Job Description

    Logix Incorporation is delighted to offer a rewarding career opportunity for the position of Quality Analyst.Position Details:- Working Hours: 9.5 hours per day, 6 days a week- Salary: To be discussed after your interview and performance evaluation.Location: Work from Home (Remote)The Quality Analyst / Quality Auditor is responsible for ensuring high-quality standards in call center operations by auditing calls, monitoring lead conversion ratios, verifying lead disposition/tagging accuracy, and providing constructive feedback to agents. This role focuses on enhancing overall campaign quality, adherence to company SOPs, and improving performance outcomes.Key Responsibilities:Call Auditing:- Review calls to ensure compliance with company standards, processes, and professionalism.Lead Conversion Monitoring:- Track and analyze lead conversion rates to assess performance.- Verify the accuracy of lead disposition and tagging.Feedback Management:- Provide constructive feedback to agents based on audit findings.- Share detailed performance reports with management.SOP Compliance:- Ensure agents follow approved processes, guidelines, and scripts during calls.Professionalism Evaluation:- Assess call quality for key factors, including clarity, tone, and customer engagement.Reporting:- Maintain comprehensive records of audits, conversion analyses, and feedback reports.- Prepare detailed reports on campaign performance and quality metrics.Training Support:- Identify training needs based on agent performance gaps.- Assist in the development of skills to improve agent performance.. Continuous Improvement:- Proactively suggest process improvements to enhance quality and efficiency.- Stay updated on industry best practices to implement innovative quality strategies.Collaboration:- Work closely with cross-functional teams to implement quality initiatives and meet organizational goals.Ad-hoc Audits:- Conduct additional audits as needed.- Participate in special projects or quality improvement campaigns.Required Skills & Qualifications: - Comprehensive knowledge of call center operations and quality assurance processes.- Strong attention to detail and analytical skills.- Proficiency in using CRM and lead management systems.- Excellent communication, interpersonal, and reporting skills.Preferred Qualifications: - Proven experience in a Quality Assurance or call auditing role within a call center environment.- Certification in Quality Assurance or a related field is a plus.If you are interested in this opportunity, please submit your resume to hidden_email any inquiries or to express your interest via WhatsApp, please contact hidden_mobile. Include Quality Analyst - [Your Name] in your message.We are excited to potentially welcome you to the team and look forward to reviewing your application.Best regards,Logix Incorporation

Keyskills :
quality assurancecall auditquality audit

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