Call Center QA – Quality Analyst Jobs in Vadodara

Position Name – Quality Analyst – QA Call Centre – BPO

Total Openings – 1 Male/Female
Job Location – Atladara, Vadodara, Gujarat
Company – IT & BPO Company
Qualification – Graduates
Salary Base – Any up to 50K Monthly
Experience – Must have 5+ years of experience as Quality Analyst in Domestic Call Center / International BPO
Day Shift – 9 AM to 9 PM (9 Hour Shift)

Skills & Job Descriptions
– Conduct calibration sessions to ensure that all key stakeholders are calibrated on what constitutes a quality call.
– Design and Develop evaluation programs that analyze critical performance behaviors and metrics on customer calls.
– Unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.
– Establish a process involving sales TL to disseminate the information to ensure improvements
– Provide feedback to the leadership on agents skills and work approach.
– Capture the voice of the customer from call analysis and provide actionable inputs to sales agents/TLs and category leader and other relevant stakeholders
– Articulate operational issues and trends to management
– Identify areas of improvement in associates performance through trending and analysis
– Initiate process improvements to effectively align teams capabilities with current and future needs.

Tagged as: BPO, call center, QA, quality analyst