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