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
- Experience2 - 3 Years
- No. of Openings20
- EducationB.A, M.A, M.B.A/PGDM, M.Com
- RoleBPO Analyst
- Industry TypeCall Centre / BPO / KPO / ITES / LPO
- GenderFemale
- Job CountryIndia
- Job TypeWork from Office