Quality Analyst

2 weeks ago

Bengaluru, India WEBROCKS Full time

JOB DESCRIPTION QUALITY ANALYST-   Ø Audit Pre-recorded calls & live calls along with cross-checking the end-to-end details on respective Tickets. Ø Analyse quality process and procedure to ensure it meets process requirements. Ø Meeting daily, weekly and monthly audits analysing short- and long-term development plans. Ø Ensuring that the counsellors should follow proper pitch as per guidelines to meet minimum quality standards. Ø Perform quality checks and perform Mock calls for freshers to improve performance. Ø Providing periodic feedback to agents and to their reporting manager for scope of improvement. Ø To identify gaps and rectify them by sharing feedback and conducting refresher sessions with agents to improve quality of calls. Ø Closely monitoring quality parameters as per needs and share ideas to improve quality standards. Required Skills: - ü Should be well versed with MS Office (Word, Excel, PowerPoint) & Office 365. ü Should have excellent communication/Writing skills (Hindi and English is must) ü Good Analytical skills. ü Should have knowledge about all 7 QC Tools (Pareto, Histogram etc Min 1 yrs exp as QA , Salary :- Upto-2.5 LPA Comfortable with 24*7 Shifts with 6 days working culture & 1 rotational Off Location :- Jaipur (work from office)

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