Job Description
• Monitor and evaluate inbound and outbound calls and emails to assess customer service representatives' demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.
• Provide detailed feedback to agents based on call evaluations, highlighting strengths and areas for improvement.
• Conduct root cause analysis to identify and resolve quality issues, making recommendations for process improvements.
• Track and analyze data on quality metrics (e.g., call handling time, resolution rates, customer satisfaction) to identify trends and opportunities for training and development.
• Participate in calibration sessions with supervisors and managers to ensure consistency and accuracy in evaluations.
• Develop and maintain comprehensive QA documentation, including evaluation forms, guidelines, and criteria.
• Assist in the development and implementation of quality assurance initiatives and training programs.
• Stay updated on industry best practices and standards related to call center operations and customer service.
Job Types: Full-time, Fresher, Permanent
Ability to commute/relocate:
• kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
• Expected Salary
Education:
• Bachelor's (Preferred)
Experience:
• QA Call Centre: 2 years (Preferred)
Location:
• kochi, Kerala (Preferred)
• Provide detailed feedback to agents based on call evaluations, highlighting strengths and areas for improvement.
• Conduct root cause analysis to identify and resolve quality issues, making recommendations for process improvements.
• Track and analyze data on quality metrics (e.g., call handling time, resolution rates, customer satisfaction) to identify trends and opportunities for training and development.
• Participate in calibration sessions with supervisors and managers to ensure consistency and accuracy in evaluations.
• Develop and maintain comprehensive QA documentation, including evaluation forms, guidelines, and criteria.
• Assist in the development and implementation of quality assurance initiatives and training programs.
• Stay updated on industry best practices and standards related to call center operations and customer service.
Job Types: Full-time, Fresher, Permanent
Ability to commute/relocate:
• kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):
• Expected Salary
Education:
• Bachelor's (Preferred)
Experience:
• QA Call Centre: 2 years (Preferred)
Location:
• kochi, Kerala (Preferred)
💡 Quick Summary
Seeking a career-building opportunity? The Quality Analyst BPO position is now open for candidates interested in the BPO Jobs sector. This role in Kochi offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
