Quality Analyst

3 weeks ago


Bengaluru Bangalore, India Om Sree Marketing Solutions Private Limited Full time
responsibilities for this position include:

Monitor, evaluate and score inbound calls against established quality assurance instruments and standards
Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
Supports and communicates business goals, quality standards, processes and procedures and policies
Ensures the call center agents adhere to predetermined quality assurance standards and the business's standard operating procedures
This is a temporary contract that is expected to go through May 2017
Conduct / Lead training sessions (as needed)
Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
Provides performance expectations, action plans and development plans to improve call quality
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined
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