Quality Analyst - Call Center
iQor Global Services · Noida · onsite · Posted 28d ago
Undisclosed1–4 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary:
Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programs
Responsibilities:
- Analyzes and audits call recordings (both inbound and outbound) in order to provide trend data and feedback to call center team leaders and senior management.
- Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction
- Ensures the call center agents adhere to pre-determined quality assurance standards and the business s standard operating procedures
- Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends.
- Identify and support other opportunities for quality improvement across the team.
- Develop materials and process documentation to support training, as needed.
- Performs other duties as assigned.
Skills Requirements:
- 1 or more years of call center experience.
Education Requirements:
High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Listen, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Call QualityQuality Monitoringcustomer satisfactionprocess documentationquality improvementtraining programsauditsOutboundCall CenterQuality Assurancelead conversioninboundQuality Analyst
About iQor Global Services
iQor Global Services
BPO
1.7k+
employees
1998
28 years old
Saint Petersburg, Florida
RU
₹4.2L PA avg
Avg at iQor Global Services
About
iQor is a business process outsourcing entity, delivering customer support and financial services through a global network of call centers.
Industries
BPOIT Services & Consulting
Employee ratings
0 reviews
3.4/ 5
Employees rate it well for
Overall Company34Company Culture33
Find them on