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Hiring for Quality Analyst

3.00 to 8.00 Years Gurugram,Bangalore 13 Feb, 2025

Job Location	Gurugram,Bangalore
Education	Not Mentioned
Salary	Rs 2.5 - 5 Lakh/Yr
Industry	BPO / Call Center
Functional Area	Customer Service (International)
EmploymentType	Full-time

Job Description

Conduct process quality audits as per plan
Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines
For agents identified in the bottom quartile of performance, conduct 3 audits/ agent/ week
Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required
Conduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA)
Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes.

International voice experience & good English communication
Resource will have to listen to calls from North America & comprehend to respond/provide feedback.

Keyskills :
quality assurance

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Hiring for Quality Analyst

Job Description

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