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Darshali

Saiyed Vasna

Key Responsibilities
Monitoring & Evaluation: Conduct systematic monitoring of voice calls, chat, and email interactions to assess service quality and adherence to scripts and protocols. 
Performance Analysis: Score agent performance based on key metrics such as tone, empathy, problem resolution, and compliance. 
Coaching & Training: Provide constructive feedback and personalized coaching to agents to address performance gaps and knowledge deficiencies. 
Root Cause Analysis: Analyze quality data and customer interactions to identify underlying causes of recurring issues and recommend corrective actions. 
Reporting: Prepare and present daily, weekly, and monthly reports on agent performance, key quality trends, and areas for improvement to management. 
Process Improvement: Collaborate with management and other departments to identify and implement improvements in BPO processes, policies, and workflows. 
Compliance: Ensure all quality monitoring activities and agent performance align with internal quality standards, regulatory requirements, and Service Level Agreements (SLAs). 

Key Skills & Qualifications
Analytical Skills: The ability to analyze large datasets, identify trends, and interpret performance metrics accurately. 
Communication Skills: Excellent verbal and written communication skills to provide clear and constructive feedback to agents. 
Attention to Detail: A meticulous and thorough approach to monitoring and data analysis to ensure high accuracy. 
Technical Proficiency: Proficiency with standard software, such as MS Office and Google Sheets, for reporting and data management. 
Coaching & Interpersonal Skills: The ability to motivate agents and collaborate effectively with team leaders and other departments. 



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Quality Analyst Manager

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Quality Analyst Manager

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