Three Across | Quality Analyst

1 month ago

navi mumbai, India Three Across Full time

Position : Quality Analyst – International BPO

Location : Navi Mumbai

Job Type : Full-time

Job Overview:

We are seeking a detail-oriented and experienced Quality Analyst (QA) to monitor and evaluate customer interactions, ensuring the highest standards of service quality are maintained. The QA will be responsible for conducting call monitoring, identifying areas for improvement, and working closely with the operations team to drive improvements in performance and customer satisfaction.

Key Responsibilities:

Quality Monitoring : Listen to and review inbound and outbound calls, chat, or email interactions to ensure adherence to company standards and protocols.

Performance Evaluation : Evaluate agents based on defined KPIs such as call quality, adherence to script, soft skills, resolution accuracy, and overall service efficiency.

Feedback & Coaching : Provide timely feedback to agents and team leaders to drive continuous improvement in service quality.

Reporting : Generate detailed reports on call quality metrics and provide insights to the operations team for improving performance.

Process Improvement : Collaborate with team leaders and trainers to identify training needs, create action plans for underperforming agents, and refine operational processes.

Customer Satisfaction : Ensure that the quality of service delivered aligns with client expectations and helps to enhance overall customer satisfaction (CSAT).

Compliance : Ensure that all interactions comply with legal and regulatory requirements, including data protection and privacy standards.

Call Calibration : Participate in regular calibration sessions with the client and internal teams to align on scoring and feedback methodologies.

Key Requirements:

Experience : Minimum 1-2 years of experience as a Quality Analyst in an international BPO setup.

Communication Skills : Fluent in English with excellent written and verbal communication abilities. Proficiency in other languages like Spanish or French is a plus.

Analytical Skills : Strong ability to analyze interactions and identify areas for improvement, backed by sound judgment.

Attention to Detail : High level of attention to detail and the ability to document evaluations clearly and concisely.

Technology Skills : Proficient in Microsoft Office, particularly Excel, and familiar with CRM systems and quality monitoring tools (e.g., NICE, Verint).

Preferred Qualifications:

Call Center Expertise : Prior experience in handling quality monitoring for voice support in an international BPO environment.

Knowledge of KPIs : Familiarity with common customer service KPIs such as CSAT, NPS (Net Promoter Score), and AHT (Average Handling Time).

Problem-Solving Skills : Ability to recommend process enhancements based on quality evaluation findings.

Certifications : Certifications in quality management systems (such as Six Sigma) are a plus but not mandatory.

  • Three Across | Quality Analyst

    4 weeks ago

    navi mumbai, India Three Across Full time

    Position : Quality Analyst – International BPOLocation : Navi MumbaiJob Type : Full-timeJob Overview:We are seeking a detail-oriented and experiencedQuality Analyst (QA)to monitor and evaluate customer interactions, ensuring the highest standards of service quality are maintained. The QA will be responsible for conducting call monitoring, identifying areas...

  • Three Across | Quality Analyst

    1 month ago

    navi mumbai, India Three Across Full time

    Position : Quality Analyst – International BPO Location : Navi Mumbai Job Type : Full-time Job Overview: We are seeking a detail-oriented and experienced Quality Analyst (QA) to monitor and evaluate customer interactions, ensuring the highest standards of service quality are maintained. The QA will be responsible for conducting call monitoring,...

  • Experienced Quality Assurance Specialist

    3 weeks ago

    Navi Mumbai, Maharashtra, India Three Across Full time

    Job Overview:We are seeking a detail-oriented and experienced Quality Analyst to monitor and evaluate customer interactions, ensuring the highest standards of service quality are maintained. As a key member of our team at Three Across, you will be responsible for conducting call monitoring, identifying areas for improvement, and working closely with the...

  • International Quality Assurance Specialist

    3 weeks ago

    Navi Mumbai, Maharashtra, India Three Across Full time

    About Three AcrossWe are a leading international BPO company, dedicated to delivering exceptional service quality to our clients. Our team is passionate about excellence and committed to continuous improvement.Job SummaryWe are seeking an experienced Quality Analyst to join our team in Navi Mumbai. The successful candidate will be responsible for monitoring...

  • Quality Analyst

    1 month ago

    navi mumbai, India Three Across Full time

    Position : Quality Analyst – International BPO Location : Navi Mumbai Job Type : Full-time Job Overview: We are seeking a detail-oriented and experienced Quality Analyst (QA) to monitor and evaluate customer interactions, ensuring the highest standards of service quality are maintained. The QA will be responsible for conducting call monitoring,...

  • Quality Analyst

    1 month ago

    navi mumbai, India Three Across Full time

    Position : Quality Analyst – International BPOLocation : Navi MumbaiJob Type : Full-timeJob Overview:We are seeking a detail-oriented and experienced Quality Analyst (QA) to monitor and evaluate customer interactions, ensuring the highest standards of service quality are maintained. The QA will be responsible for conducting call monitoring, identifying...

  • Quality Analyst

    1 month ago

    Navi Mumbai, India Three Across Full time

    Position : Quality Analyst – International BPOLocation : Navi MumbaiJob Type : Full-timeJob Overview:We are seeking a detail-oriented and experiencedQuality Analyst (QA)to monitor and evaluate customer interactions, ensuring the highest standards of service quality are maintained. The QA will be responsible for conducting call monitoring, identifying areas...

  • Quality Analyst

    1 month ago

    Navi Mumbai, India Three Across Full time

    Position: Quality Analyst – International BPO Location: Navi Mumbai Job Type: Full-time Job Overview:We are seeking a detail-oriented and experienced Quality Analyst (QA) to monitor and evaluate customer interactions, ensuring the highest standards of service quality are maintained. The QA will be responsible for conducting call monitoring, identifying...

  • Quality Analyst

    1 month ago

    Navi Mumbai, India Three Across Full time

    Position: Quality Analyst – International BPO Location: Navi Mumbai Job Type: Full-time Job Overview:We are seeking a detail-oriented and experienced Quality Analyst (QA) to monitor and evaluate customer interactions, ensuring the highest standards of service quality are maintained. The QA will be responsible for conducting call monitoring, identifying...

  • Three Across | Sales Manager | mumbai

    4 weeks ago

    mumbai, India Three Across Full time

    We are looking for experiencedFront Line Sales Representativesfor our Life Insurance company. Ideal candidates should have a minimum of4 years of sales experience , with at least2 years in their current organization . The candidate's background should include sales in one or more of the following sectors:Life Insurance, Health Insurance, Credit Cards,...

  • Communication Coach

    1 week ago

    Navi Mumbai, India Three Across Full time

    Position: Communication Coach - International BPOLocation: Navi MumbaiSalary: Up to 8 LPANotice Period: Immediate Joiners / 15-20 days' notice periodJob Description:We are seeking skilled and experienced Communication Coaches for our International BPO operations in Navi Mumbai. The ideal candidate will have strong expertise in enhancing communication skills...

  • Communication Coach

    1 week ago

    Navi Mumbai, India Three Across Full time

    Position: Communication Coach - International BPO Location: Navi Mumbai Salary: Up to 8 LPA Notice Period: Immediate Joiners / 15-20 days' notice period Job Description: We are seeking skilled and experienced Communication Coaches for our International BPO operations in Navi Mumbai. The ideal candidate will have strong expertise in enhancing...

  • Communication Coach

    1 week ago

    Navi Mumbai, India Three Across Full time

    Position: Communication Coach - International BPO Location: Navi Mumbai Salary: Up to 8 LPA Notice Period: Immediate Joiners / 15-20 days' notice period Job Description: We are seeking skilled and experienced Communication Coaches for our International BPO operations in Navi Mumbai. The ideal candidate will have strong expertise in...

  • Quality Analyst

    7 months ago

    Navi Mumbai, India TaskUs Full time

    Description Quality Analyst (India) What does a TaskUs Quality Analyst really do? Think of yourself as the backbone of the company, the employee that will provide the best customer experience to your clients. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come...

  • Sales Manager

    4 weeks ago

    Mumbai, India Three Across Full time

    We are looking for experienced Front Line Sales Representatives for our Life Insurance company. Ideal candidates should have a minimum of 4 years of sales experience, with at least 2 years in their current organization. The candidate's background should include sales in one or more of the following sectors: Life Insurance, Health Insurance, Credit Cards,...

  • Sales Manager

    4 weeks ago

    Mumbai, India Three Across Full time

    We are looking for experienced Front Line Sales Representatives for our Life Insurance company. Ideal candidates should have a minimum of 4 years of sales experience , with at least 2 years in their current organization . The candidate's background should include sales in one or more of the following sectors: Life Insurance, Health Insurance, Credit Cards,...

  • Quality Analyst

    2 months ago

    Navi Mumbai, India HBS - Hiringlabs Business Solutions Full time

    Division: Lead Management System Quality Designation: Quality Analyst Location: Mahape - Navi Mumbai Experience: 2-4 years ROLES & RESPONSIBILITIES: 1. Participates in design of call monitoring formats and quality standards.2. Performs call monitoring and provides trend data to site management team.3. Uses quality monitoring data management system...

  • Customer Care Executive

    6 months ago

    Navi Mumbai, Maharashtra, India the three across Full time

    We have an urgent job opportunity with an International BPO in Navi Mumbai: Requirement: - Must have 1 Year of International BPO Experience in voice process - Excellent communication skills - UG/Grad both can apply - 24*7 Shifts - WFO only - Cabs would be provided in odd hours Pay: ₹24,000.00 - ₹33,000.00 per month Schedule: - Rotational...

  • Customer Care Executive

    6 months ago

    Navi Mumbai, Maharashtra, India The Three Across Full time

    **Urgent hiring for an International BPO in Navi Mumbai - Voice Process** **Requirement**: - Must have 1 Year of International BPO Experience in Voice process** **- Excellent communication skills** **- UG/Grad both can apply** **- 24*7 Shifts** **- WFO only** **- Cabs would be provided in odd hours** **Job Types**: Full-time, Permanent Pay: ₹300,000.00...

  • Executive-quality Control

    2 months ago

    Navi Mumbai, Maharashtra, India Piramal Enterprises Full time

    **Job Overview** The Quality Control Analyst is responsible for conducting tests and analyses on raw materials, in-process products, and finished goods to ensure that they meet specified quality standards and regulatory requirements. The role involves using a range of analytical techniques, documenting results, and collaborating with the quality and...