Quality Analyst | Tele Collection BPO|

• Analysis and editing, KRA, conducting quality audits, Dip checks, feedback sessions, Calibration, live barge, providing training to agents on quality parameters, publish quality report and, RCA As KPI,
• Process contribution by achieving my targets and to make sure that advisors are doing whatever client & business has settled to achieve.
• Providing quality assurance expertise to teams and handle independently the entire flow of feedback mechanism.
• Analyzing Calls taken by Agents through Call Evaluations with High degree of Accuracy and giving feedback to the agents.
• Handling calibrations calls with Clients, external team and in internal process.
• Handling refresher training sessions on product & soft skills for the agents to ensure perfection.
• Conducting Collective & Individual Quality Feedback Sessions for Agents on Areas of Improvement. Handling Briefings, Dipsticks & Quality Sessions of Team
• The QA will monitor inbound & outbound calls and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to University policies and procedures.
• This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials.
• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management team.
• Uses quality monitoring data management system to compile and track performance at team and individual level.
• Performs monitors of customer care email responses.
• Leads and participates in customer surveys to identify customer needs and expectations
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for call center staff.
• Prepares and analyzes internal and external quality reports for management staff review.
• Handling of quality database of department
• Maintenance of Documentation / Records
• Coordinate and do necessary follow up with Faculty coordinators for required information, as and when necessary
• Any other functions or duties that may