Roles and Responsibilities
- Conduct call audits to ensure compliance with quality standards and processes.
- Provide feedback on calls to improve agent performance and customer satisfaction.
- Monitor calls using QC tools such as CSAT, KPIs, SLA, TNI, TNA, Coaching, Fishbone, PIP, RCA (Root Cause Analysis), and Metrics.
- Participate in calibration sessions to maintain consistency across teams.
- Identify areas for improvement through analysis of data from various sources.
Desired Candidate Profile
- 2-7 years of experience in a similar role within an International BPO environment.
- Solid understanding of Call Monitoring, Call Quality Assurance, Call Calibration, Call Audit principles.
- Excellent communication skills with ability to provide constructive feedback effectively.
- Contact HR: Yamanur K - (phone hidden)
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[email protected]
📌 Quality Analyst (Hyderabad)
🏢 TP
📍 Hyderabad