Role & responsibilities

- High performance delivery on all quality parameters.

- Call Auditing and Evaluation.

- Conduct audits and feedback for all the agents with the objective of improving agents.

- Giving 1on 1 feedback

- Understand customer needs and requirements to develop effective quality control processes.

- Performs monitoring and assessment of all interactions of the associates (Inbound /Outbound Calls)

- Data analysis and creating designated reports/dashboards.

- Prepare TNA, publish and execute for 100% closure.

- Reduce the learning curve and help enhance product/process knowledge of new team members.

- Execute internal call listening/calibration sessions.

- Maintain and sustain exceptional KPI performance.

Preferred candidate profile

- Ok with Night Shift only.

- Candidate Should have exp in Quality Role with International BPO.

- 06 Months to 5 Years of QA Exp is must.

- Good Comm Skills Mandate.

Perks and perks

- 5 Days Working.

- 1.5 Paid Leave after Probation Period.

📌 Quality Analyst (Gurugram)
🏢 Advology Solution
📍 Gurugram