Quality Analyst BPO Voice Process
Published date: 2024/01/10
- Location: Pune, Maharashtra, India
Design Audit forms in line with process guidelines across touchpoints
Monitor calls/emails as per audit forms & identify Fatal & Non-fatal errors.
Identifying historical trends through data analysis to identify agent training needs.
To conduct regular Feedback sessions for Agents.
Publish daily, weekly & monthly Quality Reports.
To conduct calibration sessions with operations and training team.
Define SOPs as per process updates/product developments & cascade to team
Identify product changes basis transaction audits
Monitor calls/emails as per audit forms & identify Fatal & Non-fatal errors.
Identifying historical trends through data analysis to identify agent training needs.
To conduct regular Feedback sessions for Agents.
Publish daily, weekly & monthly Quality Reports.
To conduct calibration sessions with operations and training team.
Define SOPs as per process updates/product developments & cascade to team
Identify product changes basis transaction audits
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