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