Posted By
Snehal Patil
Technical Recruiter at Anveta Manpower Solutions Private Limited
Last Login: 20 February 2024
280
JOB VIEWS
45
APPLICATIONS
1
RECRUITER ACTIONS
Posted in
BPO
Job Code
1271141
Role: Quality Analyst
Location: Powai Mumbai
Experience: 2+ years
Job Profile:
- Monitoring and evaluating call quality standards by studying inbound and outbound calls (recorded or side-by-side or barged), and conducting test calls to agents/service representatives on new products
- Assessing agent performance by measuring skills in use of scripts, product knowledge, sales and service ability greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call
- Providing timely and accurate feedback to agents and conducting monthly help sessions, as required
- Evaluating existing customer interaction/ campaign approaches by rating effectiveness of agents/ service representatives, providing quality ratings, identifying training needs, and helping the Training Manager in developing training programs
- Evaluating overall process performance and identifying gaps by conducting root-cause analysis
- Conducting quality audits
- Maintaining and updating quality assurance policies and procedures
- Identifying and implementing improvement initiatives
- Strong communication & Presentation skills
- Well versed with Excel
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Posted By
Snehal Patil
Technical Recruiter at Anveta Manpower Solutions Private Limited
Last Login: 20 February 2024
280
JOB VIEWS
45
APPLICATIONS
1
RECRUITER ACTIONS
Posted in
BPO
Job Code
1271141