Quality Analyst BPO

• Monitor and evaluate inbound and outbound calls and emails to assess customer service representatives' demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.
• Provide detailed feedback to agents based on call evaluations, highlighting strengths and areas for improvement.
• Conduct root cause analysis to identify and resolve quality issues, making recommendations for process improvements.
• Track and analyze data on quality metrics (e.g., call handling time, resolution rates, customer satisfaction) to identify trends and opportunities for training and development.
• Participate in calibration sessions with supervisors and managers to ensure consistency and accuracy in evaluations.
• Develop and maintain comprehensive QA documentation, including evaluation forms, guidelines, and criteria.
• Assist in the development and implementation of quality assurance initiatives and training programs.
• Stay updated on industry best practices and standards related to call center operations and customer service.

Job Types: Full-time, Fresher, Permanent

Ability to commute/relocate:
• kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):
• Expected Salary

Education:
• Bachelor's (Preferred)

Experience:
• QA Call Centre: 2 years (Preferred)

Location:
• kochi, Kerala (Preferred)