Location: Gurgaon (Work from office)
Shift Timings: Rotational (24*7)

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 new 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 explicit 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

📌 Quality Analyst (Transactional) (Gurugram)
🏢 BlackBeltHelp
📍 Gurugram