Quality Analyst

Location: Mohali

Qualification / Eligibility Criteria:

• 1 year experience as a Quality Analyst
• 1-2 years of experience (preferably in handling BPO business)
• Excellent command over English (Verbal & Written)
• Working knowledge of Excel, Power Point & Word
• Understanding of operations reports & MIS

Job Description:           

• Sample and evaluate contact transactions
• Report results of evaluations to Quality/Operations
• Coach Technical Support Executives on the evaluations done
• Run analysis on contact evaluations and highlight trends
• Coach agents based on evaluation trends to improve their technical capabilities
• Use trends to identify training needs and developing action plans
• Help technical support executive to understand appropriate troubleshooting approach
• Participate in calibration sessions with Quality/Operations
• Maintain current understanding of program strategies
• Support management focus on review of key drivers, metrics and operational processes that drive KPI results
• Demonstrate commitment to program internal customer satisfaction 

Industry: BPO

Salary: As per experience & company norms