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QA - Customer Service

1 month ago

Hyderabad, India Live Connections Full time

Designation : Quality Analyst (BPO)

Location :Hyderabad

Working Days - 5 Days

Working Hours - 1:00AM to 10:00AM

Exp :: 3yrs into customer service(International) and 2yrs QA experience is must

Work timing: 1am to 10am

Process:: Voice/ Non- Voice/ Chat/ Email

Work from office

CTC: 4.5lpa to 5lpa

NP: Immediate joiner


Role & responsibilities :

  • Conduct regular evaluations including calls, chats, emails, social media etc. to assess adherence to quality standards, customer service protocols, and regulatory requirements.
  • Provide constructive feedback to agents based on evaluation results to enhance performance and customer satisfaction.
  • Generate comprehensive reports and dashboards to track quality metrics, performance trends, and improvement initiatives.
  • Participate in calibration sessions and team meetings to ensure consistency and alignment in Quality assessment processes.
  • Conduct Deep-dive analysis and share training needs based on the evaluations and analysis.
  • Stay updated on industry trends, emerging technologies, and best practices.

Preferred candidate profile :

  • Graduation is mandatory
  • 2+ Year Experience as a Quality Auditor
  • 3+ Years experience in BPO(International)
  • Excellent Communication skills
  • Proficiency in using quality monitoring tools and Microsoft Office Suite


If the role is matching your skills please share your resume at dipa@livecjobs.com

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