Quality Analyst & Trainer

Saumya Consulting & Legal Services

Quality Analysis

Audit the calls taken by the agents to ensure high quality

Communication and Feedback

Conduct team briefs as scheduled by the work force management team and inline with the weekly

focus agenda set by the Operations Managers.

Ensure regular feedback is given to Agents with regards to action plans that have been set

Reporting and Administration

Track and accurately update operational performance for Agents on a weekly basis.

Compiling and sending reports as required by the business for relevant updates.

Customer Satisfaction

Drive the focus on improving the customer experience on every interaction through call listening,

quality checking, coaching and feedback.

Training the agents

Training the newly inducted agents about the campaigns and regularly interacting with them to

maintain and upgrade the quality of calls

Experience : 2 - 6 Years

No. of Openings : 2

Education : Any Bachelor Degree

Role : Quality Analyst

Industry Type : Call Centre / BPO / KPO / ITES / LPO

Gender : [ Male / Female ]

Job Country : India