Trove Consulting Private Limited
Location
Bangalore | India
Job description
Opening For Quality Analyst
Roles And Responsibilities Job Location : - Bangalore - Participating in design of call monitoring formats and quality standards.
- Performing call monitoring, identifying errors and best practices on the call.
- Documenting call behaviours and giving appropriate feedback to the customer service agents.
- Applying rules while giving feedback to the agent, discussing the call and creating an action plan with time lines.
- Identifying call drivers and reporting to Quality TL/Manager.
- Using appropriate data management system to compile and track performance at team and individual level.
- Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback.
- Providing training team with actionable data as and when required.
- Providing feedback to Call Center team leaders and managers.
- Preparing and analysing internal and external quality reports / presentations for management staff review.
- Performing translations, IVR recordings and language assessments.
- Regular meetings with Quality manager
Desired Candidate Profile Candidate Should have Minimum 6 months Experience as Quality Analyst.
Candidate should be good in research.
Must have experience giving Live Feedback.
Ability to work well in and promote a team environment.
Candidate should be good in communication skills.
Skills: bpo,custodial services,international support,quality assurance processes,call monitoring,customer service,certified software quality analyst
Job tags
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