Quality Analyst and Trainer for BPO
Published date: 2026/11/07
- Location: Ahmedabad, Gujarat, India
o To audit the number of calls given by the client on a daily basis
Record feedback and To let the Customer service rep know about his/hers areas of improvements.
o Bring in necessary changes to the process and constant updation of call center core process.
o To check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend to what the CSR was talking about
Attend call calibrations.
o To check if the CSR has used the right telephones etiquette, And followed appropriate hold procedures and has a given a proper resolution for the customers request..
o Responsible for setting strategic direction and guidance for client-specific training and quality processes to align with critical metric attainment
o Ensure effectiveness & availability of training programs and quality processes to meet business needs
o Ensure effectiveness & availability of training programs and quality processes to meet business needs .
o Create and conduct training needs assessments for agents and supervisors alike to identify and address gaps in training or compliance.
o Spearheaded a Training Simulation Tool (LMS) for the account, focusing on customer handling skills and tool usage for those without a training environment.
Manage training and quality resources to ensure optimal coverage for new hire classes, upskillings and certification
Record feedback and To let the Customer service rep know about his/hers areas of improvements.
o Bring in necessary changes to the process and constant updation of call center core process.
o To check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend to what the CSR was talking about
Attend call calibrations.
o To check if the CSR has used the right telephones etiquette, And followed appropriate hold procedures and has a given a proper resolution for the customers request..
o Responsible for setting strategic direction and guidance for client-specific training and quality processes to align with critical metric attainment
o Ensure effectiveness & availability of training programs and quality processes to meet business needs
o Ensure effectiveness & availability of training programs and quality processes to meet business needs .
o Create and conduct training needs assessments for agents and supervisors alike to identify and address gaps in training or compliance.
o Spearheaded a Training Simulation Tool (LMS) for the account, focusing on customer handling skills and tool usage for those without a training environment.
Manage training and quality resources to ensure optimal coverage for new hire classes, upskillings and certification
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