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Urgent opening for the Quality Analyst

3.00 to 8.00 Years   Bangalore   18 Jan, 2024
Subhadra Jobs Consultancy Hiring For BPO Company
Job LocationBangalore
EducationNot Mentioned
SalaryRs 2.0 - 4.0 Lakh/Yr
IndustryBPO / Call Center
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

    Dear All,we do have the opening for the Quality AnalystRoles and responsibility.1. Need to get the pre-defined quality evaluations for Webchat, Voice & Emails.2. Feedback to be given to CSEs for QE done on the previous day. All shifts to be covered.3. Immediate feedback to be given to CSEs who score low quality score and fatals.4. Evaluate at least 30% of escalations to TL / Mgr received during the previous day. Agents who have given more than 3 escalations in a month/repetitive escalations all calls to be evaluated for those agents and an MIS to be shared.5. Weekly call with QA, Trainer & client.6. Evaluation of low scorers to identify their weekly improvement and need for refreshers7. Share action plan with supervisory team of Aegis and TALIC along with responsibility, timeline etc8. Share delivery against action plan along with results if any.9. Weekly or bi-weekly sessions, call calibration exercise of 2 good calls and 2 bad calls. All CSEs to be covered in the exercise.Evaluate at least 10% of angry customers and 10% of happy customers.Interested aply today on hidden_emailThanksChetanahidden_mobile

Keyskills :
call auditquality analyst

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