BPO Quality Analyst

BPO Quality Analyst
No. of positions - 2
Salary – 15k to 30k, Above 30k Negotiable (depend upon candidate)
Responsibilities Quality Analyst:
• Perform quality evaluations for customer service agents for all the interactions (phones call, email and chat) regarding telephone etiquette, production information given and procedures.
• · To listen and check the quality of the calls of the calling agents and correct their mistakes and give the reviews and feedback.
• · Help the agents to enhance their Quality.
• · Giving a resolution to the customers or clients should be the whole and sole responsibility.
• · Must efficiently set goals and work on so as to avoid any escalations and maintain the relevancy and quality while providing service to the customers.
• · Audit calls taken by Associates and give timely feedbacks
• · Should have knowledge in providing feedback & call calibration.
• • Responsible for generating daily, weekly & monthly reports for internal purposes.
• • Provides actionable data to various internal support groups as needed.
• • Participates in design of call monitoring formats and quality standards.
• · Performs call monitoring and provides trend data to site management team.
• · Uses quality monitoring data management system to compile and track performance at team and individual level.
• · Performs monitors of customer care email responses
• · Participates in customer and client listening programs to identify customer needs and expectations.
• · Provides actionable data to various internal support groups as needed.
• · Coordinates and facilitates call calibration sessions for call center staff.
• · Provides feedback to call center team leaders and managers.
• · Prepares and analyzes internal and external quality reports for management staff review.
• Requirements of Quality Analyst:
• · 2-3 years of BPO Call Center Experience
• · Excellent verbal, written and interpersonal communication skills;
• · Outstanding customer service skills and dedication to providing exceptional customer care;
• · Focus on quality and customer service
• · Exceptional listening and analytical skills;
• · Must be able to effectively deal with people at all levels inside and outside of the Company;
• · Ability to multitask and successfully operate in a fast paced, team environment;
• · Must be proficient with Microsoft Office (intermediate Word, basic Excel);