we have an prospect for Quality Analyst
Call monitoring & feedback for outbound & Inbound department for process on the basis of their performance.
Ensuring Quality is maintained on calls.
Conducting daily briefing, call listening sessions & recent updates.
Conducting Quality induction for current agents for them to know the quality parameters in depth.
Preparation of consolidated Quality MIS and mail to clients.
Call Calibration with Client& Operations
Conducting refreshers for process improvement.
Monitor agents Side By Side and provide instant feedback to ensure consistent improvement in the scores for Quality & CSAT.
Providing one on one & batch training / coaching to the engineers.