Roles and Responsibilities
- Conduct call audits to identify areas of improvement and provide feedback to agents.
- Perform quality monitoring, analysis, and reporting using tools like CSAT, Call Quality, QC Tools, etc.
- Participate in root cause analysis (RCA) and Pareto analysis to resolve issues effectively.
- Collaborate with team members for continuous process improvements through Six Sigma Quality methodologies.
- Utilize various quality tools such as Fishbone diagram and Feedback forms for effective problem-solving.
Regards,
Charlie
[email protected]
📌 Bpo Quality Analyst (Hyderabad)
🏢 TP
📍 Hyderabad