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Quality Analyst - BPO

Chennai
Full-Time
Mid-Level: 4 to 6 years
3L - 6L (Per Year)
Posted on Apr 16 2024

About the Job

Skills

Quality Analyst
QA
Monitor
SME
BPO Quality analyst
Voice quality

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 business’s 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

About the company

CapTalent HR is an end to end HR consulting firm located in Chennai catering to the needs of organisations in India & Globally. We are one of the very few firms equipped to provide comprehensive end-to-end HR services platform to our clients. Given the high cost, legal complexity and administrative burden associated with: >>Recruitment & Staffing, >>Training & Development, >>Payroll & Compensation ...Show More

Industry

Human Resources Services

Company Size

11-50 Employees

Headquarter

Chennai

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