Quality Analyst (BPO)
We are looking for a high-performing Quality Analyst to help us meet our Quality requirement
by keeping our company competitive and innovative.
Key Responsibilities
- Audits of Inbound/Outbound calls, Emails, and Chat interactions to identify areas of
service delivery to maintain customer experience standards.
- Providing verbal and written feedback to the advisors to work on corrective and
preventive plans.
- Identify standard operating procedures (SOPs), RCA, process update requirements
to enhance quality protocols.
- Conducting calibration sessions.
- Preparing weekly monthly audit reports.
Preferred Skills And Qualifications
- Bachelors degree (or equivalent) in any relevant field.
- A candidate should possess a minimum of 2 years experience as a QA on paper.
- A candidate should have worked as a Customer Care Executive for a minimum of 1 year in the International BPO sector.
- Good verbal and written communication skills.
- Good knowledge of MS Office (Word, Excel PowerPoint) is required.
This job is provided by Shine.com
