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Quality Analyst BPO

4 months ago

mumbai, India PEOPLEOCITY LLP Full time

Key Responsibilities:

1.       Quality Monitoring and Evaluation:

·         Conduct thorough evaluations of customer interactions to assess quality standards, compliance, and customer satisfaction levels.

·         Identify areas for improvement and provide actionable feedback to agents and management.

2.       Performance Analysis and Reporting:

·         Analyse performance metrics to identify trends and opportunities for enhancement.

·         Generate reports to track performance and quality outcomes, providing insights for decision-making.

3.       Process Improvement and Compliance:

·         Collaborate with stakeholders to identify process inefficiencies and implement improvements.

·         Ensure adherence to regulatory requirements, company policies, and industry standards.

4.       Product Training Delivery:

·         Develop and deliver comprehensive product training programs to customer service representatives.

·         Covering features, benefits, updates, and troubleshooting procedures related to travel products and services.

5.       Coaching and Development:

·         Provide ongoing coaching and support to agents, addressing knowledge gaps and enhancing skills.

·         Support the implementation of training initiatives to improve performance and service quality.

6.       Documentation and Knowledge Management:

·         Maintain accurate records of quality evaluations, training sessions, and improvement initiatives.

·         Create and update training materials, manuals, and resources to facilitate continuous learning.

7.       Stakeholder Engagement and Collaboration:

·         Foster effective communication and collaboration with internal teams, clients, and other stakeholders.

·         Ensure alignment on quality objectives, training requirements, and service delivery standards.