Quality Analyst
1 month ago
Requirement:
Should have 1 - 3 years of experience as a Quality Analyst / Quality Auditor
Industry preferred: BPO
Job Location Baner, Pune
Job Type: WFO
Working: 6 days working
Perk: 4 - 4.5 LPA CTC
Language: Hindi, English, Tamil, Telugu and Kannada
A Call Quality Auditor, also known as a QA analyst, assesses agent performance in a call center to ensure they're adhering to best practices and providing a positive customer experience. Their responsibilities include:
- Monitoring
- Listening to customer interactions and using evaluation forms to capture insights
- Analyzing data
- Analyzing call center data to generate insights and predict customer trends
- Tracking metrics
- Tracking key performance metrics to improve call quality
- Developing process controls
- Developing standard operating procedures (SOPs) and supporting documentation
- Delivering reports
- Providing weekly reports on trends, insights, and action plans for sales managers, and monthly agent performance reports
- CRM hygiene
- Performing CRM hygiene to help preserve the health and integrity of sales pipelines
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