Hiring Quality Analyst-BPO- English & Hindi Mandatory

• To drive the quality assurance process towards achieving industry standards quality benchmarks ensuring the best possible services are provided by the employees in their various deliverables
• To execute and ensure that New Hire associates and the tenured associates provide quality services in line with organizational objectives.

Roles and Responsibilities

• Monitor the voice (Inbound & Outbound) responses to access the associates demeanour, technical accuracy, customer services performance & procedures.
• Identify and remedy defects within the production process.
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
• Compile and analyse statistical data.
• Participating in design of call monitoring formats and quality standards.
• Performing call monitoring, identifying errors and best practices on the call.
• Documenting call behaviours and giving appropriate feedback to the customer service agents.
• Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with timelines.
• Identifying call drivers and reporting to Quality TL/Manager.
• Using appropriate data management system to compile and track performance at team and individual level.
• Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback.
• Providing training team with actionable data as and when required.
• Providing feedback to Call Centre team leaders and managers.
• Preparing and analysing internal and external quality reports / presentations for management staff review.
• Performing translations, IVR recordings and language assessments.
• Regular meetings with Quality manager & Training Manager.

Authorities

• responsible to audit calls, monitor Voice/ Email Conversation and accurately measure qualitative performance of a team.

Qualifications / Certifications

• Education: Graduation
• Skills & Abilities:
• Good understanding on basic Quality tools.
• Should know feedback mechanism.
• An Analytical Approach.
• Keen Perception.
• Genuine Curiosity & Positive Outlook.
• Proficiency in MS Office (Word, Excel, and Power point).
• Language proficiency - English, Hindi & Telugu.
• Exceptional Communication Skills.
• Certifications: If Any.
• Experience: Min 1 Year experience.

Working conditions

• Should be able to flexible with the shifts and bound to company policies.
• Should be open to travel for executing the job responsibilities of conduction field training and audit.

Interested candidates can WhatsApp resume [phone removed]