Bpo Quality Analyst |amp| Process Trainer

Quality Analyst Roles and Responsibilities:

• Auditing calls & timely feedbacks

• Should have knowledge in providing feedback & call calibration.

• Should have Experience in giving monitoring and live feedback .

• Conduct call audits as per guideline of the business .

• Preparing audit dash boards & report

• Should be Aware about 7Quality tools

• Responsible for generating daily, weekly & monthly reports for internal purposes.

• Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.

• Calibrate cases internally with the team to ensure the minimum difference in the ratings.

• Desired Candidate Profile

• Graduate in the domain.

• Minimum 2 years experience as a Quality Analyst in Voice process, BPO / KPO/ ITES.

• Should have worked on the different Quality Tools, Reports, and charts.

Process TrainerResponsibilities:Collaborate with management to identify company training needs. Conduct appropriate training sessions. Plan, design and...