Quality Analyst

4 days ago


Gurgaon, Haryana, India V Konnect Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Role & responsibilities

Review Inbound and Outbound calls for call quality basis set parameters and ensure completion of daily targets on call observation

  • Review Quality parameters and make changes whenever necessary in consultation with Operations
  • Provide quality metric analysis on compliance scores, Customer Satisfaction, first call resolution of inbound agent
  • Provide root cause analysis on program, team and agent level identified opportunities
  • Provide recommended intervention activities to address quality metric opportunities identified
  • Provide training agenda feedback on nesting quality metric performance
  • Provide analysis on other operational metrics such as average handle time, emails per hour, etc
  • Monitor QA Scores of the assigned team
  • Monitor calibration levels

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