Required Skills

Quality Audit

Work Authorization

  • Citizen

Preferred Employment

  • Full Time

Employment Type

  • Direct Hire

education qualification

  • UG :- - Not Required

  • PG :- - Not Required

Other Information

  • No of position :- ( 1 )

  • Post :- 2nd Aug 2022

JOB DETAIL

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

 

Company Information