Quality Analyst

Quality Analyst

Job Details

Industry: ITES/BPO

Role: Quality Analyst

Location: Pocharam, Ghatkesar.

Experience: 1 to 4 Years

Required Skills: Should have knowledge in MS Excel, MS Word and PowerPoint

Job Type: FULL TIME

Contact Email: info@cenithub.com

Mobile: 040 - 48 49 50 51

Job Description:

  • Monitor calls as per the prescribed guidelines and as per the schedule
  • Provide feedback to teams on the basis of their performance
  • Conduct briefings for teams
  • Conduct floor improvement activities on a regular basis
  • Identify unethical practices/ behavior and highlight
  • Inputs to be provided to meet the operational goals Ensure regular meetings with Quality TL (weekly) & (monthly) to be informed of any developments relating to the performance of the team and updates received
  • Attend call calibration sessions
  • Business Intelligence and Analytics
  • Bottom Quartile Management
  • Generate the Quality reports and communicate the same to the Quality Supervisor as per the guidelines

Skills Required:

  • Good Interpersonal Skills
  • Good Presentation skills
  • Should have knowledge in MS Excel, MS Word and PowerPoint
  • Should be able to identify situations, reasons which may impact the business and end user
  • Specific domain Knowledge - Call Center Banking Domain Sales
  • Understanding on knowledge on 7 Quality Tools (Pareto / Cause and effect / Flow chart etc…)

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