Quality Assurance Analyst

Rightful Connect LLP

Duties & Responsibilities:

Audits representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures.

Verifies that representatives are providing up-to-date information, following current processes, and communicating

Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each representative.

Evaluates and records the quality and performance during each call.

Provides feedback on uniform application of guidelines and procedures.

Identifies adverse performance trends and patterns.

Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.

Experience : 1 - 2 Years

No. of Openings : 2

Education : Any Bachelor Degree

Role : Quality Assurance Analyst

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

Gender : Male

Job Country : India