Quality Analyst
- Epicenter Technologies
- 1 Positions
- 4 months ago
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Job Description
- To manage transaction quality profile
- To conduct audits as per defined guideline and sampling for transaction monitoring
- To ensure 100% closure of feedback
- To create and publish regular audit reports with management and clients (daily, weekly, monthly)
- To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls
- To drive process improvement initiatives
- To drive calibration sessions with internal or external customers
- To conduct training for group of agents, when needed
- To conduct quality induction for new hire batch
- Good communication skills
- Should have experience managing Quality in BPO/ Contact Center
- Preferred to have six sigma knowledge and understanding of basic QC tools
- Must have good analytical skills to conduct various analysis and RCA on a weekly/monthly basis
- Should be well versed with MS Office (Word, Excel, PowerPoint and Outlook)
Roles & responsibilities:
Required Experience, Skills and Qualifications
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Quality (QA-QC)Functional Area: Not SpecifiedRole/Responsibilies: Quality AnalystContact Details:
Company: Epicenter TechnologiesLocation(s): Mira Bhayandar,+ View Contact
Keyskills: call audit call monitoring qa quality analysis quality assurance quality coach quality analyst
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₹ 2 to 4 Yr
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Epicenter Technologies
We at Epicenter are one of India's Leading Customer Contact Centre’s providing Voice and Non Voice Services in the areas of Collections, Sales and Customer ServiceCompany URL: www.epicentertechnology.comJob Location: Bhayander West
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