Quality Auditor (Voice)/Quality analyst

Experience: 2-4 | Opening(s): 2 | Posted Date : 2018-09-19
Job Description

Job Responsibilities:

  • Audit calls and improving the quality of contact center agent based on customer satisfaction and business requirement.
  • Continuous improvement in business processes.
  • Improvement of overall contact center performance.
  • Highlighting areas of risk in business.
  • Maintaining day to day data on audits.
  • Publishing daily, weekly and monthly reports to concern department.
  • RCA analysis of the process.
  • Call calibration with concern department.
  • Downloading updates to agents.
  • Conducting session in order to improve the process.
  • Giving feedback to agents.
  • Training need identification
Role QA/QC
Skills Quality analyst, Green belt six sigma, Quality assurance, Call audit, Process training
Functional Area ITES / BPO / KPO / Customer Service / Operations
Education Any Graduate, Post Graduate

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