ChannelPlay

Quality Analyst

ChannelPlay
Not Disclosed
1-6 Years Full Time
Haryana, IN

Vacancy: Not Disclosed Posted: 1 year ago Applicants: 0
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Job Description

Role: Quality Analyst / Quality Manager

Location: Gurgaon

Qualification: Graduate

Experience: 1.5 - 7 Years

Language: Hindi, English, Tamil, Telegu, Malyalam, Kannada, Marathi, Gujrati, Assamese, Bengali, Oriya.

Responsibilities for call center quality analyst

  • Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction
  • Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends
  • Identify and support other opportunities for quality improvement across the team
  • Develop materials and process documentation to support training, as needed
  • Act as a key stakeholder will keep management informed on all critical situations
  • Documenting quality issues, performance measures and quality improvements for management review
  • Providing information to assist in giving feedback to vendor employees and in the training of vendor employees
  • Assists with development of the revenue center training and QA process
  • Models and shares best practices with team members with ability to receive feedback and act when appropriate
  • Create quality score cards to track performance levels

Qualifications for call center quality analyst

  • Working knowledge of business systems and applications, incident and change management, project, and systems management
  • Ability to analyze Quality issues and performance measures
  • Proficient knowledge of Care Center procedures, Quality Assurance processes,
  • Requires solid analytical, organizational, trouble shooting and problem solution skills
  • Ability to elicit, gather and analysis data
  • Must be minimum graduate with good excel and PPT knowledge.
  • Must be having knowledge of quality and feedback tools.

Interested Candidate can share their updated CV at deepali.chauhan@channelplay.in

WhatsApp - 9311049944

Clink on this link for Multiple Job :- https://wa.me/message/OGYT5MO6JRTEB1

Skills Required: Calling, Video, Quality Assurance


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