Quality Analyst jobs in Gurgaon - Yo Hr Consultancy Pvt. Ltd.

  • Yo Hr Consultancy Pvt. Ltd. Company Logo

  • Quality Analyst (BPO) Call Quality Monitoring

    1. 1 - 3 yrs
    2. Gurgaon
    Rs 2,00,000 to 3,00,000 p.a.

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  • Job View 6 Views
  • Applicants Less than 5 Applicants
  • 2019-03-11

Job Description

Job Summary

We are looking for the candidate as Quality Analyst with minimum 6-months experience in Quality Testing, Call Monitoring and Call Auditing with Excellent Communication skills.

Responsibilities and Duties

· Monitor calls and evaluates Quality Audit form.

· Identify improvement points and provide actionable insights to the agents.

· Track progress of the agents assigned to them.

· Conduct feedback sessions to explain the pain points of the agent and suggest improvements.

· Maintain audit report and agent progress report.

· Conduct analysis session with the Team Leader to discuss issues and trends of their team.

· Make outbound sales calls related to the assigned process.

· Conduct mock call sessions and assessments for the training team.

· Attend calibration sessions to ensure that the Quality Audits are as per guidelines.

· Raise any scenarios/cases which fall under non-compliance of quality.

· Conduct disposition wise analysis.

· Present Root Cause Analysis for their agent’s escalations.

· Ensure Staffing, AHT, Break adherence expectations are met on a daily basis.

· Identify and suggest process improvements.

Required Experience, Skills and Qualifications

Experience:

6 months to 2 yrs of experience mandatory

Experience from call quality analyzing only

Communication:

Excellent English skills - Ability to Speak, Read & Write

Key Skills

Industry

Call Centre / BPO / KPO

Functional Area

ITES / BPO / KPO / LPO / Customer Service / Operations

Number of Vacancy

10

Education

Other Bachelor Degree


About Yo Hr Consultancy Pvt. Ltd.

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