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 qualityassessments.

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