Job Description
Design Audit forms in line with process guidelines across touchpoints
Monitor calls/emails as per audit forms & identify Fatal & Non-fatal errors.
Identifying historical trends through data analysis to identify agent training needs.
To conduct regular Feedback sessions for Agents.
Publish daily, weekly & monthly Quality Reports.
To conduct calibration sessions with operations and training team.
Define SOPs as per process updates/product developments & cascade to team
Identify product changes basis transaction audits
Monitor calls/emails as per audit forms & identify Fatal & Non-fatal errors.
Identifying historical trends through data analysis to identify agent training needs.
To conduct regular Feedback sessions for Agents.
Publish daily, weekly & monthly Quality Reports.
To conduct calibration sessions with operations and training team.
Define SOPs as per process updates/product developments & cascade to team
Identify product changes basis transaction audits
💡 Quick Summary
Seeking a career-building opportunity? The Quality Analyst BPO Voice Process position is now open for candidates interested in the BPO Jobs sector. This role in Pune 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.
