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Quality Analyst
Image Icon India · Mohali
Category Quality Assurance

Location: Mohali

Qualification / Eligibility Criteria:

  • 1 year experience as a quality analyst
  • 1-2 years of experience (preferably in handling BPO business)
  • Excellent command over English (Verbal & Written)
  • Working knowledge of Excel, Power Point & Word
  • Understanding of operations reports & MIS

Job Description:           

  • Sample and evaluate contact transactions
  • Report results of evaluations to Quality/Operations
  • Coach Technical Support Executives on the evaluations done
  • Run analysis on contact evaluations and highlight trends
  • Coach agents based on evaluation trends to improve their technical capabilities
  • Use trends to identify training needs and developing action plans
  • Help technical support executive to understand appropriate troubleshooting approach
  • Participate in calibration sessions with Quality/Operations
  • Maintain current understanding of program strategies
  • Support management focus on review of key drivers, metrics and operational processes that drive KPI results
  • Demonstrate commitment to program internal customer satisfaction 

Industry: BPO

Salary: As per experience & company norms