
Senior Quality Analyst//International BPO//Voice Process
15 hours ago
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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