Quality Analyst
1 month ago
Should have 1 - 3 years of experience as a Quality Analyst / Quality Auditor
Industry preferred: BPO
Job Location Baner, Pune
Job Type: WFO
Working: 6 days working
Perk: 4 - 4.5 LPA CTC
Language: Hindi, English, Tamil, Telugu and Kannada
A Call Quality Auditor, also known as a QA analyst, assesses agent performance in a call center to ensure they're adhering to best practices and providing a positive customer experience. Their responsibilities include:
Monitoring
Listening to customer interactions and using evaluation forms to capture insights
Analyzing data
Analyzing call center data to generate insights and predict customer trends
Tracking metrics
Tracking key performance metrics to improve call quality
Developing process controls
Developing standard operating procedures (SOPs) and supporting documentation
Delivering reports
Providing weekly reports on trends, insights, and action plans for sales managers, and monthly agent performance reports
CRM hygiene
Performing CRM hygiene to help preserve the health and integrity of sales pipelines
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