Quality Analyst

  • icon job experience 2 - 4 Years
  • icon job opening 20 Openings
  • icon salary Not Disclosed
  • icon job location Bangalore
  • Face-to-Face interview Face-to-Face interview

Job Description

Fixed Day Shift: The process has fixed day shift timings.

Call Monitoring/Auditing: Conduct thorough call monitoring/auditing for customer care agents, providing detailed feedback on monitored calls.

Parameter Evaluation: Evaluate agents on various parameters, including call greeting, professionalism, communication skills, and process knowledge.

Language Proficiency: Understand conversations in English, Hindi, or regional languages (Kannada, Tamil, Malayalam, Telugu, Marathi, Gujarati, etc.) and provide relevant feedback.

Scoring and Documentation: Fill out call auditing forms with accurate scores for assessed parameters.

7QC Tools Knowledge: Demonstrate proficiency in using 7QC Tools like Pareto charts and histograms.

Root Cause Analysis (RCA) Analysis: Perform detailed Root Cause Analysis (RCA) and ACPT Analysis for call audits.

Agent, Customer, Process, and Technology (ACPT) Analysis: Perform detailed Agent, Customer, Process, and Technology (ACPT Analysis) to identify the cause of customer dissatisfaction on the call.

Fatal and Non-Fatal Errors: Possess in-depth knowledge of fatal and non-fatal errors while auditing the calls.

Call Calibration Sessions: Actively participate in call calibration sessions to ensure consistency in qualityassessments.
  • Experience

    2 - 4 Years

  • No. of Openings

    20

  • Education

    Higher Secondary

  • Role

    Quality Analyst

  • Industry Type

    Manufacturing / Production / Quality

  • Gender

    [ Male / Female ]

  • Job Country

    India

  • Type of Job

    Full Time

  • Work Location Type

    Work from Office

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