Quality Analyst (Voice Process) (0-1 yrs)

Humanistiq BPO Services – Mumbai, Maharashtra

Quality Analyst Voice Process Night shift BPO

Desired Candidate Profile: Education: UG: Any Graduate - Any Specialization, Graduation Not Required PG: Any Postgraduate - Any Specialization, Post-Graduation Not Required Doctorate: Any Doctorate - Any Specialization, Doctorate Not Required Experience: Experienced. Candidates holding experience with International BPO only. BPO/ITES experience of 1 year mandatory as Quality Analyst. Specialization: Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation. Report contact handling performance and statistics through monitoring and test contact evaluation. Report contact handling performance and statistics through daily and weekly reports submitted to the Operations Manager or Quality Assurance Supervisor. Conduct Quality monitoring sessions with associates, thus completing performance summaries that will be submitted to the Operations Manager or Quality Assurance Supervisor. Randomly monitor calls to ensure Call Quality standards are maintained. Review evaluations, maintain tape files, and handle general administrative duties. Prepare performance evaluations documenting contact-handling procedures. To manage transaction quality profile for a customer service. To conduct audits as per defined guideline To ensure 100 closure of feedbacks To create and publish regular audit reports with management (daily, weekly, monthly) To identify gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls Shift Timings and Week-Offs: 6 days working Sun Fixed off Night Shift as per US timings