QA - Customer Service
2 weeks ago
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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