Quality Analyst
TP · Mohali · onsite · Posted 56d ago
Undisclosed1–2 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.
Responsibilities - Positions on this level are fully proficient in executing established standards.
- Works independently within set frames and follows set course.
- Develops own knowledge, shares best practice and develops relevant/appropriate solutions.
- Positions at this level are expected to continuously improve the day-to-day activities/processes.
- Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.
- Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area.
Sourced from naukri
Skills
OutboundinboundQuality AnalystShares