Quality Analyst

15 hours ago


Mohali, Punjab, India SPECTRAFORCE Full time ₹ 3,50,000 - ₹ 8,00,000 per year

Roles and Responsibilities

  • Conduct call audits to identify areas of improvement in customer service quality.
  • Provide feedback to agents on their performance, highlighting strengths and weaknesses.
  • Monitor calls using BPI tools to ensure adherence to quality standards.
  • Perform quality monitoring activities to maintain high-quality services.
  • Identify opportunities for process improvements through analysis of data collected during call monitoring.

Desired Candidate Profile

  • 1-3 years of experience as a Quality Analyst or similar role.
  • Proficiency in Call Monitoring, Call Audit, Call Quality, Feedback, Quality Monitoring, and Quality Audit tools.

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