BPO Analyst

DVP Enterprises

Quality Analyst ( call Auditing)

The key role of call center quality assurance is ensuring that the agents provide quality service in line with the

organizational objectives. Optimized quality assurance increases agents



efficiency through behavior

modification, enhanced quality service to customers and improved close rates. It is important to have a robust

quality assurance program, creating a team of analysts and understanding their roles and responsibilities

QUALITY ANALYST ROLES & RESPONSIBLITIES

Here are essential functions and tasks of a quality assurance team:

1. Developing Evaluation Programs

2. Keeping track of the key industry trends

3. Monitoring Customer Interactions

4. Calibration Sessions

5. Utilization of Technology

6. Training and Coaching

7. Compliance Monitoring



8. Driving Innovation and Optimizing Processes

9. Competition Analysis

10. Agent Engagement

11. Revenue Growth

12. Improving Overall Contact Center Efficiency

• Experience

  2 - 3 Years

• No. of Openings

  20

• Education

  B.A, M.A, M.B.A/PGDM, M.Com

• Role

  BPO Analyst

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  Female

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office