Quality Analyst

Work Location: Thane

Work from office, 6 days of working

Role & responsibilities

Roles and responsibilities:

• Monitor the calls of each advisor and provide immediate feedback to them in case of critical errors and non-critical errors

• Determine whether the agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.

• Report contacts handling performance and statistics through monitoring and test contact evaluation. Also share daily, weekly, and monthly reports submitted to the Quality Assurance Supervisor.

• Will be responsibility to meet Quality related service level monthly

• Randomly monitor calls to ensure Client/TP standards are maintained.

• Need to manage BAU, Business intelligence audit and other compliance audits as per business requirement

• Provide regular feedback to team Members regarding the performance of the team and any issue that needs escalation.

• To work together as a team and achieve the targets set by clients

• Need to be flexible and motivate the team at regular intervals.

Preferred candidate profile

Minimum 2 year of experience into domestic BPO , (Preferably Voice Process)

• Education- Any Graduate
• Minimum 1years of experience in Customer service inbound process as QA.
• Immediate joiner

Contact Hr for more information( 8008325085)

Mail your CV to mamidineha@teleperformancedibs.com