Quality Analyst
1 week ago
Roles and Responsibilities
- * Conduct call audits to ensure compliance with quality standards and identify areas for improvement.
- * Monitor calls to provide feedback to agents on their performance and suggest improvements.
- * Develop and implement quality tools such as Pareto analysis, Fishbone diagrams, and RCA to resolve issues.
- * Collaborate with the team to improve outbound sales processes, metrics, and Voice Process.
Desired Candidate Profile
- * 4-9 years of experience in a BPO or call center environment.
- * Strong knowledge of Quality Analysis tools such as Call Audit, Call Monitoring, Call Calibration, Feedback.
- * Experience with Quality Monitoring software like QC Tools.
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