BPO Quality Analyst
Published date: 2024/01/10
- Location: Mysuru , Karnataka, India
Job Description
JobDescription:Position: BPO Quality Analyst -Call AuditResponsibilities:QualityAssurance:
• Conduct regular BQ(Business Quality) Management assessments to evaluate the qualityof interactions between customer support representatives andcustomers.
• Utilize defined quality parametersto assess the effectiveness, accuracy, and adherence to company andclient-specific guidelines during customerinteractions.
DipCheck and FeedbackMechanism:
• Perform dip-check auditson a random basis to evaluate interactions handled by customersupport representatives for qualitycompliance.
• Develop and implement a robustfeedback mechanism to provide constructive feedback torepresentatives, highlighting areas for improvement and reinforcingbestpractices.
Calibration:
• Activelyparticipate in calibration sessions with other Quality Analysts andteam leaders to maintain consistency in evaluating customerinteractions and ensuring alignment with established qualitystandards.
DialerKnowledge:
• Use dialer knowledge toassess the impact of technology on call center performance andidentify opportunities for process improvement and increasedefficiency.
Reportingand Documentation:
• Maintain accurateand organized documentation of audit findings, feedback, andactions taken for future reference andanalysis.
ContactHR Krishna
Skills : reporting anddocumentation,dip check,calibration,feedback mechanism,qualityassurance,dialer knowledge,call audit
JobDescription:Position: BPO Quality Analyst -Call AuditResponsibilities:QualityAssurance:
• Conduct regular BQ(Business Quality) Management assessments to evaluate the qualityof interactions between customer support representatives andcustomers.
• Utilize defined quality parametersto assess the effectiveness, accuracy, and adherence to company andclient-specific guidelines during customerinteractions.
DipCheck and FeedbackMechanism:
• Perform dip-check auditson a random basis to evaluate interactions handled by customersupport representatives for qualitycompliance.
• Develop and implement a robustfeedback mechanism to provide constructive feedback torepresentatives, highlighting areas for improvement and reinforcingbestpractices.
Calibration:
• Activelyparticipate in calibration sessions with other Quality Analysts andteam leaders to maintain consistency in evaluating customerinteractions and ensuring alignment with established qualitystandards.
DialerKnowledge:
• Use dialer knowledge toassess the impact of technology on call center performance andidentify opportunities for process improvement and increasedefficiency.
Reportingand Documentation:
• Maintain accurateand organized documentation of audit findings, feedback, andactions taken for future reference andanalysis.
ContactHR Krishna
Skills : reporting anddocumentation,dip check,calibration,feedback mechanism,qualityassurance,dialer knowledge,call audit
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