Call Quality Analyst

2 days ago

Mumbai, Maharashtra, India brocus it solutions pvt ltd Full time

1. Job brief: The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of Sales or customer service provided by agents in a BPO environment. This role involves assessing 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 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.

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.

  • Candidates from international BPO backgrounds are preferred.

2) Perks & Benefits: ✓ Incentives ✓ Benefits of Insurance ✓ 5 Working Days ✓ US Shifts

Job Type: Full-time

Pay: ₹300, ₹500,000.00 per year

Benefits:

  • Health insurance

Work Location: In person

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