Ready to take the next step in your BPO leadership career? Join Niftel Communications and lead a high-performing team!
Position: Quality Analyst
Location: Gurgaon (Work From Office)
Salary: Up to 28,000 In-Hand
Joining: Early/Immediate Joiners Preferred
Key Responsibilities
- Monitor and audit customer interactions as per quality guidelines.
- Conduct calibration sessions with Operations and clients.
- Perform Root Cause Analysis (RCA) and identify performance improvement opportunities.
- Deliver constructive feedback and coaching to agents.
- Track quality metrics and ensure adherence to client SOPs.
- Prepare quality reports and maintain audit records.
- Work closely with Operations and Training teams to improve overall performance.
Eligibility Criteria
Minimum relevant experience as a Quality Analyst in the BPO industry.
Excellent communication and analytical skills.
Good understanding of Quality Frameworks, Audits, Calibrations, RCA, CSAT, Compliance, and Process Adherence.
Immediate/Early Joiners will be preferred.
IMPORTANT PLEASE READ BEFORE APPLYING
Only candidates with prior experience as a Quality Analyst in the BPO/Customer Support industry are eligible to apply.
Profiles from the following backgrounds will NOT be considered:
- Technical Support Quality
- Software Testing (Manual/Automation Testing)
- Verification Process
- Background Verification (BGV)
- KYC Verification
- IT/Technical Testing
- Non-BPO Quality Profiles
- Any other non-BPO industry experience
Excellent communication, leadership, and stakeholder management skills.
Interested candidates can share their updated resumes via DM or on Whatsapp @ (phone hidden)
Wanting to be called back soon , please fill the below mentioned link - https://forms.gle/H3DnhGj9H6dRoySFA
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