Role and Key Responsibilities:
Conduct Quality audits on Calls and share feedback with agents.
Conduct compliance and Quality checks and ensure timely reporting.
Drive continuous improvement - make recommendations and drive improvement.
Strengthen Quality management processes/ framework to improve quality delivery.
Ensure data management for all deliverables and be accessible without any delay.
Participate in internal & external calibrations to ensure consistent scoring & feedback delivery approach.
Key skills & knowledge:
Minimum 6 months experience into BPO/call centre as Quality Auditor
Understanding of the Audit & Coaching process.
Positive verbal and written communication skills.
Hands on experience in MS Excel, Power Point presentations and Reporting knowledge.
📌 Hiring For Call Quality Analyst In Koperkhairne Bpo Call Center Navi Mumbai (India)
🏢 Lisa HR Consultancy
📍 India
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