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
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