Quality Analyst

5 hours ago

Bengaluru, Karnataka, India Trove Consulting Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Opening For Quality Analyst
 
Roles and Responsibilities
 
Job Location : - Bangalore
·       Participating in design of call monitoring formats and quality standards.
·       Performing call monitoring, identifying errors and best practices on the call.
·       Documenting call behaviours and giving appropriate feedback to the customer service agents.
·       Applying rules while giving feedback to the agent, discussing the call and creating an action plan with time lines.
·       Identifying call drivers and reporting to Quality TL/Manager.
·       Using appropriate data management system to compile and track performance at team and individual level.
·       Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback.
·       Providing training team with actionable data as and when required.
·       Providing feedback to Call Center team leaders and managers.
·       Preparing and analysing internal and external quality reports / presentations for management staff review.
·       Performing translations, IVR recordings and language assessments.
·       Regular meetings with Quality manager
 
Desired Candidate Profile
 
Candidate Should have Minimum 6 months Experience as Quality Analyst.
Candidate should be good in research.
Must have experience giving Live Feedback.
Ability to work well in and promote a team environment.
Candidate should be good in communication skills.

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