Call Quality Analyst

Roles and Responsibilities

• Conduct call audits to ensure compliance with quality standards and identify areas for improvement.
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• Perform call calibration exercises to align agents on standardized processes and procedures.
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• Monitor calls using various tools such as Dialer, IVR, AHT, CSAT, NPS, TNI, OJT, TNA etc. to measure performance metrics like QA scores, Shrinkage & Attrition rates.
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• Analyze data from these monitoring activities to provide insights into agent performance and customer satisfaction.
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• Collaborate with team members to implement corrective actions based on findings.
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Desired Candidate Profile

• 2-7 years of experience in a similar role (BPO/Call Center).
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• Strong understanding of Quality Analysis tools like 7Qc Tools Pareto Analysis QC Tools Feedback CSAT Six Sigma Quality Fishbone RCA Root Cause Analysis Metrics Quality Improvement Why-why Analysis DMAIC Six Sigma Green Belt .
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• Excellent communication skills with ability to work effectively with cross-functional teams.
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• Contact HR: Yamanur K- 9449900627
• yamanurappa.kuri@teleperfomancedibs.com