Quality Analyst

2 weeks ago

Secunderabad, Telangana, India Paradise Placement Consultancy Full time

Job Description:

Analysis and editing, KRA, conducting quality audits, Dip checks, feedback sessions, Calibration, live barge, providing training to agents on quality parameters, publish quality report and, RCA As KPI, Process contribution by achieving my targets and to make sure that advisors are doing whatever client & business has settled to achieve. Providing quality assurance expertise to teams and handle independently the entire flow of feedback mechanism. Analyzing Calls taken by Agents through Call Evaluations with High degree of Accuracy and giving feedback to the agents. Handling calibrations calls with Clients, external team and in internal process. Handling refresher training sessions on product & soft skills for the agents to ensure perfection. Conducting Collective & Individual Quality Feedback Sessions for Agents on Areas of Improvement. Handling Briefings, Dipsticks & Quality Sessions of Team The QA will monitor inbound & outbound calls and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to University policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials. Participates in design of call monitoring formats and quality standards. Performs call monitoring and provides trend data to management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Performs monitors of customer care email responses. Leads and participates in customer surveys to identify customer needs and expectations Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for call center staff. Prepares and analyzes internal and external quality reports for management staff review. Handling of quality database of department Maintenance of Documentation / Records Coordinate and do necessary follow up with Faculty coordinators for required information, as and when necessary Any other functions or duties that may be assigned from time to time.

Key Skills :

Call Center Rca Training Dipsticks Telecollection Bqm

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