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Quality Analyst - (BPO) WFO - up to 35K - Day shift - Limited openings

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2-6 Years
3,30,000 - 4,50,000 INR
a month ago
226 Viewed
97 Applied

Job Description

As a Call Quality Auditor/Analyst, your responsibilities include call monitoring for the calls handled by the customer service agents, performing quality audits, conducting analysis in 7 QC Tools including Root Cause Analysis (RCA) and also in ACPT Analysis and providing feedback to agents for set parameters, as per the requirement from the client. We are looking for a Call Quality Auditor/Analyst who has previously worked in a Call Quality Auditing process for a minimum of 2 years (MANDATORY EXPERIENCE).

Job Description, Responsibilities, Goals and Scope:
01) Fixed Day Shift: 9:30 am to 6:30 pm
02) Call Monitoring/Auditing: Conduct thorough call monitoring/auditing for customer care agents, providing detailed feedback on monitored calls.
03) Parameter Evaluation: Evaluate agents on various parameters, including call greeting, professionalism, communication skills, and process knowledge.
04) Language Proficiency: Understand conversations in English, Hindi, or regional languages (Kannada, Tamil, Malayalam, Telugu, Marathi, Gujarati, etc.) and provide relevant feedback.
05) Scoring and Documentation: Fill out call auditing forms with accurate scores for assessed parameters.
06) Root Cause Analysis (RCA) Analysis: Perform detailed Root Cause Analysis (RCA) and ACPT Analysis for call audits.
07) Agent, Customer, Process, and Technology (ACPT) Analysis: Perform detailed Agent, Customer, Process, and Technology (ACPT Analysis) to identify the cause of customer dissatisfaction on the call.
08) Fatal and Non-Fatal Errors: Possess in-depth knowledge of fatal and non-fatal errors while auditing the calls.
09) Call Calibration Sessions: Actively participate in call calibration sessions to ensure consistency in qualityassessments.

If below eligibility does not match - YOUR PROFILE WILL BE DELETED
Minimum PUC with 2 years as a QA.
Not more than 6 years overall experience.
Salary 27k to 35k (Based on interview & experience)
Age Bar - Less than 35.
ENGLISH & HINDI is Mandatory + any local language(Kannada, Tamil, Malayalam, Telugu, Marathi, Gujarati, etc.)

Prodigy Hunter - A leading BPO consultancy in Bangalore.

We are hiring for a client in Koramangala, Bangalore. This company exists in the market since 2006 and are Experts in Quality Process (Under BPO).

0 Active Jobs
Customer Service/ Call Centre/ BPO
ITES/ BPO/ Call Center
Communication, Voice Process, International Bpo
Mid Level, High Level

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Last Updated: 12-06-2024 07:51:33 AM
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