Quality Analyst

Location- Jaipur

Experience- Having 0.6-1 year of experience in BPO/CC/CCE/Quality

Qualification- Any Graduation

Role Summary- Conducting calls & transaction based audits to gauze the process adherence/compliance and customer experience - Conducting analytics based on the overall interaction data dump and audit sample. - Preparing audit summary along with the summary of the findings with respect to a different aspect of customer experience & compliance.

Responsibilities- The Quality analyst will be responsible for end-to-end process audit by evaluating customer queries and their resolution to identify process gaps. - The QA is required to analyze reasons for customers calling The call center and suggest actions to reduce such calls. - Areas The Quality analyst’s study includes why The customer called The call center, call handling by The agent, promptness of revert, product knowledge, as well as whether representatives stick to standard scripts.

Skill Needed English

Preffered Domain Knowledge Have knowledge of quality in terms of handling customer at Frontline (Telephonic or Face to Face