Quality Analyst / Bpo /kpo / Customer Service

Roles and Responsibilities:
• Auditing calls & timely feedbacks
• Should have knowledge in providing feedback & call calibration.
• Should have Experience in giving monitoring and live feedback .
• Conduct call audits as per guideline of the business .
• Preparing audit dash boards & report
• Should be Aware about 7Quality tools
• Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever its required.
• Responsible for generating daily, weekly & monthly reports for internal purposes.
• Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.
• Calibrate cases internally with the team to ensure the minimum difference in the ratings.
• Desired Candidate Profile
• Graduate in the domain.
• Minimum 2 years experience as a Quality Analyst in Voice process, BPO / KPO/ ITES.
• Should have worked on the different Quality Tools, Reports, and charts.
• Comfortable in Auditing and solving client Escalations.
• Excellent with Excel & Advance Excel ( Familiar with Vlookup/ Hlookup/ Pivot Table/histograms.
• Have managed transaction quality profile for a CALL process for domestic/ international BPO/ KPO.
• Should have prior BPO/ KPO/ ITES background/experience.
Mandatory Skill :What is the build up for on floor TNI?What is the feedback methodology used ?What is the method used to manage BQM ?
What are the QC tools ?Interested candidates can reach us at 9100647948Job Type: Full-timeBenefits:
• Cell phone reimbursement
Schedule:
• Rotational shift
Ability to commute/relocate:
• Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Required)
Education:
• Bachelor's (Preferred)
Experience:
• total work: 1 year (Preferred)
• Customer service: 1 year (Preferred)
Language:
• English (Preferred)
• Hindi (Preferred)
Speak with the employer
+91 9100647948