Quality Analyst (BPO, Call Audit)

Job content

Responsibilities:

· Analyses/audits service of incident voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center.

· Provides structured and timely recommendations; verbal and/or written feedback to Quality Manager, Call Center leadership, Call Center operations, analysts and the Service Quality teams.

· Performs mock calls with new hires post-training to determine readiness for moving into support.

· Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.

· Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites.

· Uses Call Center tools to gather data and analyze trends or patterns affecting quality.

· Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.

· Monitor work progress by tracking activity; resolving problems; publishing progress reports; recommending actions

· Prepare technical reports by collecting, analyzing and summarizing information and trends

· Coordinate to team manager by accomplishing related results as needed

· Validate resource requirements and develop quality of calls on the Reports.

· coordinate with team manger to support strategic and business planning within the program of the client engagements.

· Interpret, evaluate and interrelate research data and develop integrated call analyses and projections for incorporation into strategic decision-making

· Plan and coordinate the development of primary and secondary research studies in support of strategic planning and specific marketing initiatives, as required and presents findings of studies to client committees

· Perform daily, weekly and monthly reviews and analyses of current processes using call parameters metrics and reports

· Understand and communicate the operational impact of any changes

· Suggest changes to senior management using analytics to support your recommendations. Actively participate in the implementation of approved changes

· Create informative, actionable and repeatable reporting that highlights relevant agents call audits and opportunities for improvement

Requirements:

· Bachelor’s Degree in appropriate field of study or equivalent work experience

· Ability to impact operations and effect change without being confrontational

· Detail oriented, analytical and inquisitive

· Ability to work independently and with others

· Extremely organized with strong time-management skills

Experience : 2 to 5 yrs (Call Audit)

Job Type: Walk-In

Pay: ₹18,000.00 - ₹20,000.00 per month

Schedule:

• Day shift

Experience:

• total work: 2 years (Preferred)

Work Remotely:

• No