- Conduct call audits to ensure compliance with quality standards and customer service level agreements (SLAs).
- Provide feedback on calls to agents, identifying areas for improvement and suggesting training or coaching where necessary.
- Collaborate with team leaders to develop action plans to address issues identified during call audits.
- Monitor call calibration sessions to ensure consistency in agent performance.
Job Requirements :
- 1-12 years of experience as a Quality Analyst in BPO/Call Centre environment.
- Robust understanding of QC tools such as CSAT, RCA, TNI, Root Cause Analysis etc. .
- Excellent communication skills for effective collaboration with teams and stakeholders.
📌 Quality Analyst (Gurugram)
🏢 globiva
📍 Gurugram
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