Quality Analyst

1 month ago


Noida, India vasitum Full time
JobDescription
  • Responsible formonitoring evaluating and scoring inbound calls against establishedquality assurance instruments andstandards.
  • Responsible for Reviewing evaluatingand scoring open and closed customer issue tickets againstestablished quality assurance instruments andstandards.
  • Actively Participate in calibrationsessions employee communication sessions and/or the creation ofcommunication tools.
  • Provide support andcommunicate business goals quality standards processes proceduresand policies.
  • Responsible for ensuring thesales agent adheres to predetermined quality assurance standardsand the business s standard operatingprocedures.
  • Responsible for conducting/leadingtraining sessions as perrequirements.
  • Responsible for monitoring callsto provide feedback regarding telephone etiquette productinformation given and procedures.
  • Determiningperformance expectations action plans and development plans toimprove call quality.
  • Responsible for providingaccurate and timely reports on a daily monthly monthtodate andyeartodate rolling basis on call quality productivity availabilityand other key metrics asdetermined.

qualityassurance,communication,calibration,supportanalysts


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