Quality Analyst

2 weeks ago


Bengaluru, India People Staffing Solutions Full time

Role - Quality Analyst( International BPO)

Location - Bangalore

Salary - 6.5 LPA

Experience - 3+ years

Notice period- Immediate to 45 Days

Work Mode- Work from Office

Shift- Rotational


Key Responsibilities include:


• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

• Audit calls , emails , chats.

• To conduct regular Feedback sessions for Agents.

• Conduct calibration sessions with operations and training team.

• Generating daily , weekly & monthly Quality Reports.

• Have knowledge on tools of quality.

• Assistance for continual improvement.

• Providing trainings to agents on quality parameters.

• Developed quality assurance standards and established targets for all staff. •Monitored performance by reviewing relevant reporting data and producing statistical reports.

• Developed employee performance and satisfaction optimization programs.

•Achieving Key metrics like C-sat, AHT, Productive login hours, Quality

Scores.

•Team Handling experience to ensure adherence to quality standards and

deliver exceptional customer experience.

•Provide timely and constructive feedback to agents, managers, and stakeholders to drive performance improvement and ensure consistent quality delivery.

•Collaborate with clients and internal stakeholders to understand their requirements, address concerns, and drive customer satisfaction.


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