Quality Analyst
2 weeks ago
Role - Quality Analyst( International BPO)
Location - Bangalore
Salary - 6.5 LPA
Experience - 3+ years
Notice period- Immediate to 45 Days
Work Mode- Work from Office
Shift- Rotational
Key Responsibilities include:
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Audit calls , emails , chats.
• To conduct regular Feedback sessions for Agents.
• Conduct calibration sessions with operations and training team.
• Generating daily , weekly & monthly Quality Reports.
• Have knowledge on tools of quality.
• Assistance for continual improvement.
• Providing trainings to agents on quality parameters.
• Developed quality assurance standards and established targets for all staff. •Monitored performance by reviewing relevant reporting data and producing statistical reports.
• Developed employee performance and satisfaction optimization programs.
•Achieving Key metrics like C-sat, AHT, Productive login hours, Quality
Scores.
•Team Handling experience to ensure adherence to quality standards and
deliver exceptional customer experience.
•Provide timely and constructive feedback to agents, managers, and stakeholders to drive performance improvement and ensure consistent quality delivery.
•Collaborate with clients and internal stakeholders to understand their requirements, address concerns, and drive customer satisfaction.
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