Senior Quality Analyst//International BPO//Voice Process

15 hours ago

Kolkata, West Bengal, India Hiresquad Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Leading BPO in Kolkata

Hiring for Sr Quality Analyst

International Voice Process

Must have minimum 1 year experience in Quality in International BPO in Voice process

Must have Experience in International BPO BPO

Only Graduate

5 Days Working

Cabs in ODD Hours

Shifts 24*7

Responsibilities:


• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and

other contact methods including chat and email


• Meet departmental productivity requirements (e.g. number of calls monitored per

month, number of emails evaluated, etc.) and reports results of evaluations to

appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account

Management, and Resource Unit partners)


• Participate in calibration  and call listening sessions with Quality staff, Delivery, and

clients to ensure scoring consistency and best practice implementation


• Participate in internal quality audits (e.g. periodic audits of existing processes to

determine process control and efficiencies) designed to improve overall contact quality

and recommend changes


• Maintain strong program knowledge base; basic understanding of client products,

services and/or program strategies


• Participate in quality task forces with Business stakeholders (Quality Leadership,

Operations, Client, Account Management, and Resource Unit partners); complete phone

time to keep current on programs (as applicable)


• Contribute to maintaining forms and legends documents


• Support management focus on review of key drivers, metrics and operational processes

(including Training) that drive Balanced Scorecards and count profitability goals

Mail your cv at or call a

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