Quality Analyst

P H Recruiter

fixed day shift: the process has fixed day shift timings.

call monitoring/auditing: conduct thorough call monitoring/auditing for customer care agents, providing detailed feedback on monitored calls.

parameter evaluation: evaluate agents on various parameters, including call greeting, professionalism, communication skills, and process knowledge.

language proficiency: understand conversations in english, hindi, or regional languages (kannada, tamil, malayalam, telugu, marathi, gujarati, etc.) and provide relevant feedback.

scoring and documentation: fill out call auditing forms with accurate scores for assessed parameters.

7qc tools knowledge: demonstrate proficiency in using 7qc tools like pareto charts and histograms.

root cause analysis (rca) analysis: perform detailed root cause analysis (rca) and acpt analysis for call audits.

agent, customer, process, and technology (acpt) analysis: perform detailed agent, customer, process, and technology (acpt analysis) to identify the cause of customer dissatisfaction on the call.

fatal and non-fatal errors: possess in-depth knowledge of fatal and non-fatal errors while auditing the calls.

call calibration sessions: actively participate in call calibration sessions to ensure consistency in quality�assessments.

• Experience

  2 - 4 Years

• No. of Openings

  20

• Education

  Higher Secondary

• Role

  Quality Analyst

• Industry Type

  Manufacturing / Production / Quality

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office