
Quality Analyst
1 week ago
Job Description
Roles Responsibilities
- To manage transaction quality profile
- To conduct audits as per defined guideline and sampling for transaction monitoring
- To ensure 100% closure of feedback
- To create and publish regular audit reports with management and clients (daily, weekly, monthly)
- To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
- To drive process improvement initiatives
- To drive calibration sessions with internal or external customers
- To conduct training for group of agents, when needed
- To conduct quality induction for new hire batch
Required Experience, Skills And Qualifications
- Good communication skills
- Should have experience managing Quality in BPO/ Contact Center
- Preferred to have six sigma knowledge and understanding of basic QC tools
- Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis
- Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook)
This job is provided by Shine.com
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