Quality Analyst

Indialends
Gurgaon - Sector 18
18,000 - 22,000
/ monthly
Salary benefits
Requirements
6 months - 2 years experience
Pursuing Graduation
21 - 30 years
No gender preference
Marksheets and Degree
Joining and Relieving Letters
Salary slips
Pan Card
Aadhar Card
Shift timings
Working days
6 days/week
Week offs
SUNDAY
Morning Shift
9:30am - 6:30pm

Job description


· Monitor calls and evaluates Quality Audit form.

· Identify improvement points and provide actionable insights to the agents.

· Track progress of the agents assigned to them.

· Conduct feedback sessions to explain the pain points of the agent and suggest improvements.

· Maintain audit report and agent progress report.

· Conduct analysis session with the Team Leader to discuss issues and trends of their team.

· Make outbound sales calls related to the assigned process.

· Conduct mock call sessions and assessments for the training team.

· Attend calibration sessions to ensure that the Quality Audits are as per guidelines.

· Raise any scenarios/cases which fall under non-compliance of quality.

· Conduct disposition wise analysis.

· Present Root Cause Analysis for their agent’s escalations.

· Ensure Staffing, AHT, Break adherence expectations are met on a daily basis.

· Identify and suggest process improvements.

Additional Requirements
Language
English
Experience
Other,
BPO / ITES
Job Type
Full Time
Skills
Call Monitoring
Quality Checking
call auditing
Other requirements
- Good knowledge of Excel
- Vlookup ; Hlookup ; Pivot Table
- Experience from call quality analyzing only
Share
Posted on 13 Mar 2020
Home
Software Testing / QA
Software Testing / QA in Indialends