Job Description

Job Brief:

Designation: (Quality Analyst)

Industry: (BPO) must have experience of outbound call audit.

Offered Salary: Negotiable as per experience.

Job Location: Indore, MP.

Roles and Responsibilities:

Auditing calls & timely feedbacks

Should have knowledge in providing feedback & call calibration.

Should have Experience in giving monitoring and live feedback .

Conduct call audits as per guideline of the business .

Preparing audit dash boards & report

Should be Aware about RCA & 7Quality tools

Provide regular feedback and coaching based on the performance, and Coach outliers on a one to one basis and give feedback to Team Leader/Manager whenever it\'s required.

Responsible for generating daily, weekly & monthly reports for internal purposes.

Ensure the Internal monitoring are in sync with the external scores provided by the clients for the site.

Calibrate cases internally with the team to ensure minimum difference in the ratings.

Desired Candidate Profile:

Minimum 2 year experience as a Quality Analyst in Voice process, BPO / KPO/ ITES.

Should have worked on the different Quality Tools, Reports and charts.

Comfortable in Auditing and solving client Escalations.

Excellent with Excel & Advance Excel (Familiar with Vlookup/ Hlookup/ Pivot Table / histograms.

Have managed transaction quality profile for a CALL process for domestic/ international BPO/ KPO.

Should have prior BPO/ KPO/ ITES background / experience.

Mandatory Skill:

What is the buildup for on floor TNI?

What is the feedback methodology used?

What is the method used to manage BQM?

What are the QC tools?

What is the PIP turn around time?

Interested candidates can share their CV at or WhatsApp on +91 7470322776 for more details.

Regards!

Hr Arpit Choudhary

Insurance Web Aggregator Private Limited.

Expertia AI Technologies