Quality Analyst

3 days ago

Gurgaon, Haryana, India Globiva Full time ₹ 5,00,000 - ₹ 10,00,000 per year

Job description

Hiring for QA on Immediate basis BPO Experience is mandatory

Job Location- Sector 18, Gurgaon (Haryana)

6 days working

9 hours shift

No cab facility

BPO Experience is mandatory..Role & responsibilities

  • Auditing of calls and complete analysis of service requests.
  • Preparation of daily dashboards & Analysis of reports/data.
  • Sharing daily reports & Quality Scores with the team.
  • Sharing One-O-One Feedback with agents on the basis of audits.
  • Participating in internal & external calibration sessions with Quality/Operations.
  • Analysis of Service requests and sharing RCA.
  • Data analysis and making designated reports.
  • Works with Operations team to develop the overall process improvement strategy and quality plan.
  • Monitoring if CCE has used the right telephone etiquettes and followed appropriate hold procedures and has given a proper resolution for the customer's request.
  • Highlighting issues as per the quality parameters.
  • Inducting Refresher/Quality sessions as per requirement.
  • Identifying fatal and non-fatal errors impacting the process and take corrective/preventive action.
  • Identifying areas of improvement and preparing the process to achieve the desired Quality Standards.
  • Ensuring that internal policies, procedures, and compliance regulations are being followed.
  • Conducting quality sessions for NHT batch.
  • Providing supervisors & manager with regular performance feedbacks on the executives.
  • Auditing calls for trainees during training & on job training (OJT Batch)
  • Bpo experience is mandatory

Please share cv at -HR Dheeraj

Bpo experience is mandatory

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