Quality Analyst

2 weeks ago

Hyderabad, Telangana, India Conneqt Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Eligibility:

Candidate should be DRA certified

Responsibilities

  • To monitor and evaluate the performance of the CCEs and suggest their improvement areas
  • To provide feedbacks to the CCEs based on the internal / external audits to improve the CCEs performance on the call and to identify training needs.
  • To take part in calibrations with the client, OPS, Training and help to resolve the disputes.
  • To ensure the process is meeting Client KPIs such as CSAT and Quality scores
  • To conduct Quality sessions to share areas of improvements based on the feedback of audits.
  • Mock call and OJT certification of New Hire Batches
  • Ensure higher Client satisfaction scores
  • Identification of root causes and preparing Corrective actions
  • To give inputs to the CCEs on their improvement areas

Key Deliverables

  • Call audits as per plan, achieving quality levels as per KPI standards

Education

  • Any Graduate/UG

Professional Experience

  • More than 1 year of work experience in relevant field

.

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