Quality Analyst - BPO Sector

Transact Global

A Quality Analyst is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer's experience when interaction.

A Quality Analyst may listen to calls in 3 ways; live, recorded, and side by side while communicating feedback to encourage and discourage certain practices. Quality analysts basically work on a continuous process of evaluating and

Job Location: Bengaluru

Languages: Excellent English, Hindi (Mandatory)

Job Role : Quality Analyst

Experience :6Months 2 years of experience in relevant filed

Work Timings: Rotational Shifts (Rotational week offs).

Age : 18Years to 34 Years

Role & Responsibilities :

Monitoring calls

Assess agent performance

Monitoring trends

Technological responsibilities

Competitor call center analysis

Design evaluation programs

Business risk reduction

The improvement of your overall contact center performance

The improvement of call, voice, and email quality made by your agents

A continuous improvement in your contact centers processes internal and external

Reduction of agent attrition

Highlighting areas of risk within your business

Identifying and addressing potential customer interaction issues

Increased customer satisfaction and improved sales closings

Documents required for Interview: Latest Resume

Qualification Required: Any stream Degree or 10 + 2 (PUC) can apply. Having relevant experience is an added advantage.

• Experience

  2 - 5 Years

• No. of Openings

  25

• Education

  B.Com

• Role

  Quality Analyst

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office