Quality Analyst

2 days ago

Sanpada Navi Mumbai Maharashtra, India brocus it solutions pvt ltd Full time ₹ 10,000 - ₹ 34,14,620 per year

The Technical Quality Analyst is responsible for monitoring, evaluating, and improving the quality of technical support or customer service provided by agents in a BPO environment. This role involves assessing technical interactions, ensuring compliance with company standards, identifying training needs, and working with stakeholders to enhance overall service delivery.

Roles and responsibilities:

  • Assess and evaluate customer interactions (calls, chats, emails, or tickets) to ensure adherence to technical and service quality standards.
  • Identify areas of improvement in troubleshooting processes, product knowledge, and communication skills.
  • Provide detailed feedback to agents and team leads on technical performance and quality assurance findings.
  • Generate reports on quality trends, agent performance, and process gaps.
  • Present data-driven insights to management to enhance overall service quality.
  • Assist in root cause analysis for recurring technical issues and customer dissatisfaction.

  • Develop and maintain quality scorecards and reports.

  • Work closely with trainers and team leaders to design training programs based on quality audits.

  • Conduct quality calibration sessions to ensure uniform evaluation across teams.

  • Provide coaching sessions to agents to enhance technical troubleshooting skills.1) Required Skills:

  • Candidates must be comfortable working in the night shift and working from office.

  • Excellent written and verbal communication.
  • Must be well versed with VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and methodologies.
  • Strong knowledge of IT troubleshooting, technical support processes, and service management frameworks
  • Candidates from international BPO backgrounds are preferred.

2) Perks & Benefits:

  • Incentives
  • Benefits of Insurance
  • 5 Working Days
  • US Shifts

Connect HR:

Job Types: Full-time, Permanent

Pay: ₹10, ₹34,146.20 per month

Benefits:

  • Health insurance
  • Life insurance

Language:

  • English (Preferred)

Shift availability:

  • Night Shift (Preferred)

Work Location: In person

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