Quality Analyst

Roles and Responsibilities

• Conduct call audits to ensure quality standards are met.
  
• Perform call calibration exercises with team members to improve performance.
  
• Utilize QC tools such as CSAT, 7QC, and Call Monitoring to identify areas for improvement.
  
• Participate in Quality Audits to maintain high-quality service delivery.
  
• Collaborate with the team to resolve issues related to call quality.
  

Desired Candidate Profile

• 3-4 years of experience in BPO/Call Centre environment 1 Year As QA on Paper
  
• Strong understanding of QA processes and methodologies (e.g., ISO).
  
• Proficiency in using various QC tools (CSAT, 7QC) for monitoring calls.
  
• Excellent communication skills for effective collaboration with team members.