BPO Quality Analyst

Job Description
JobDescription:Position: BPO Quality Analyst -Call AuditResponsibilities:QualityAssurance:
• Conduct regular BQ(Business Quality) Management assessments to evaluate the qualityof interactions between customer support representatives andcustomers.
• Utilize defined quality parametersto assess the effectiveness, accuracy, and adherence to company andclient-specific guidelines during customerinteractions.

DipCheck and FeedbackMechanism:
• Perform dip-check auditson a random basis to evaluate interactions handled by customersupport representatives for qualitycompliance.
• Develop and implement a robustfeedback mechanism to provide constructive feedback torepresentatives, highlighting areas for improvement and reinforcingbestpractices.

Calibration:
• Activelyparticipate in calibration sessions with other Quality Analysts andteam leaders to maintain consistency in evaluating customerinteractions and ensuring alignment with established qualitystandards.
DialerKnowledge:
• Use dialer knowledge toassess the impact of technology on call center performance andidentify opportunities for process improvement and increasedefficiency.

Reportingand Documentation:
• Maintain accurateand organized documentation of audit findings, feedback, andactions taken for future reference andanalysis.

ContactHR Krishna

Skills : reporting anddocumentation,dip check,calibration,feedback mechanism,qualityassurance,dialer knowledge,call audit