Location: Gurgaon (Work from office)
Shift Timings: Rotational (247)
The Quality Analyst is responsible for day to day operations related to quality, audit, process control and improvement.
Key Responsibilities
- Auditing calls of US representatives collecting vital data that supports in taking strategic decisions.
- Allocate calls to team, keeping in mind centers, agents number of calls ratio.
- Maintain daily report of productivity, AHT center balance.
- Manage, maintain and disseminate updates for the process.
- Audits for current trainees and sharing feedback with them.
- Provide floor support support team in OJT to ensure they hit the floor with proper Knowledge techniques.
- Take fortnightly calls with business partners,
ask questions pertaining to process and clear the doubt if any.
- Maintain query tracker for the process related queries and interact with the client for the same
Key Requirements
- Minimum 3 years of experience in BPO QA role
- Graduate in any stream
- Should have understanding on Quality aspects and functions of Quality
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