Quality analyst of BPO who can listen to the agent's calls and share feedbacks
Should be a confident communicator and be able to build rapport with the team
High performance delivery on all quality parameters, Call Auditing and Evaluation
Conduct audits and feedback for all the agents with the objective of improving agents
Adaptive Capacity, Self-Starter/Initiator, Coachable, Metrics Capable person required
Quality/Accuracy Critical Thinker/Problem-Solver and accountability should indeed
Need to do call barging and auditing and monitor the division calls
Work with TL and moderators on ways to improve performance KPIs
Investigate errors and conduct sample moderation calls for agents
Calls out moderators are conduct weekly and monthly one on one.
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