Quality Analyst in BPO

Responsibilities:

Quality Management Framework for Sales
Conduct calibration sessions to ensure that all key stakeholders are calibrated on what constitutes a quality call.
Design and Develop evaluation programs that analyse critical performance behavior's and metrics to the sales organization.
Unearth root- cause of problems, possible solutions and provide actionable insight for performance improvements.
Establish a process involving sales TL to disseminate the information to ensure improvements
Provide feedback to the leadership on agents' skills and work approach.
Generate insights for Continuous Sales Process and Product Improvement
Capture the voice of the customer from call analysis and provide actionable inputs to sales agents/TLs and category leader and other relevant stakeholders
Articulate operational issues and trends to management
Identify areas of improvement in associates' performance through trending and analysis
Initiate process improvements to effectively align teams' capabilities with current and future needs
Call audit and Monitoring
Conduct daily call audit of at least 25 calls - capture evaluation of calls on the system and with the respective TLs and Category Leader
Spend 3 hours a day across teams and give spot feedback on calls to the Sales Agent/ Team
Leader - Shadow at least 70 calls per week
Keep a track of good calls / bad calls and playing them to the TLs/agents.
Design and create weekly quality check reports and scorecards
Present Monthly, Quarterly and Yearly Assessments of the Teams performance
Job Types: Full-time, Fresher

Salary: ₹15,000.00 - ₹20,000.00 per month

Benefits:

Provident Fund
Schedule:

Day shift
Ability to commute/relocate:

Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)
Education:

Bachelor's (Preferred)
Experience:

total work: 1 year (Required)
Language:

kannda tamil telugu hindi (Required)
Shift availability:

Day Shift (Preferred