Quality Analyst - BPO Job

JD For Quality Analyst:

1.5+ Yrs as a Quality Analyst in voice.
Monitor, evaluate and score against established quality assurance instruments and standards
Review, evaluate, and score open and closed customer issues tickets against established quality assurance instruments and standards
Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools
Supports and communicates business goals, quality standards, processes and procedures and policies
Ensures the call center agents adhere to predetermined quality assurance standards and the businesss standard operating procedures
Monitor calls to provide feedback regarding telephone etiquette, product information given and procedures
Provides performance expectations, action plans and development plans to improve call quality
Provides accurate and timely reports on a daily, monthly, month-to-date and year-to-date rolling basis on call quality, productivity, availability and other key metrics as determined

Interested candidates can apply to kinnera259@gmail.com

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.