Job Title: Transactional Quality Analyst
Location: Gurgaon
Shift Timings: Rotational (24*7)
The Quality Analyst is responsible for day to day operations related to quality, audit, process control and improvement.
Key Requirements:
- Min. 3 years of experience in BPO QA role
Key Responsibilities:
- Auditing 25-30% calls of all the Tier1 resources assigned using our standard auditing methodology
- 100% Audit of all tickets which are escalated to the clients onsite team
- Providing timely feedback to the respective agents based on the call & ticket audits
- Perform a root cause analysis across all issues highlighted by the client and develop action plans to mitigate the issues highlighted
- Manage, maintain, and disseminate updates for the process
- Re-train the bottom performing agents, if necessary, on current processes
- Maintain query tracker for the process related queries and interactions shared with the client
- Responsible for maintaining strong performance on CSAT across agents
- Participate regularly in quality calibration for consistency across audits and eventually feedback to the agents