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Quality Analyst

1.00 to 3.00 Years   Lucknow   01 Apr, 2025
TRAVELMAGNET INFOTECH PRIVATE LIMITED
Job LocationLucknow
EducationNot Mentioned
SalaryRs 2.0 - 5 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    Job Summary:We are seeking a detail-oriented and experienced Quality Analyst to monitor, evaluate, and improve the quality of customer interactions in a BPO environment. The ideal candidate will ensure that customer service representatives adhere to established policies, processes, and quality standards, while driving continuous improvement initiatives to enhance customer satisfaction and operational efficiency.Key Responsibilities:
    • Monitor and evaluate inbound/outbound calls, emails, chats, and other customer interactions.
    • Provide actionable feedback and coaching to agents to improve performance and ensure quality compliance.
    • Identify process gaps and training needs through quality audits.
    • Develop quality monitoring forms, call scripts, and evaluation templates as needed.
    • Generate and maintain QA reports, dashboards, and trend analyses.
    • Participate in calibration sessions with operations and training teams to align on quality standards.
    • Support the implementation of new quality initiatives and process improvements.
    • Maintain an up-to-date understanding of company products, services, and customer interaction protocols.
    Key Skills & Competencies:
    • Strong analytical and problem-solving skills.
    • Excellent communication and interpersonal abilities.
    • Attention to detail and a keen focus on accuracy.
    • Proficiency in using quality monitoring tools and CRM platforms.
    • Ability to multitask and work in a fast-paced environment.
    • Good understanding of call center metrics (CSAT, FCR, AHT, QA scores, etc.)
    Preferred Qualifications:
    • Bachelors degree in any discipline.
    • 15 years of experience as a Quality Analyst in a BPO/Call Center environment.
    • Familiarity with quality management systems (QMS) and tools

Keyskills :
call monitoringcallingcall managementcall quality

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