Quality Analyst Jobs in Bangalore - Transact BPO Services India Pvt. Ltd
Quality Analyst
Job Description
Brief Description :
A Quality Analyst is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer's experience when interaction.
A Quality Analyst may listen to calls in 3 ways; live, recorded, and side by side while communicating feedback to encourage and discourage certain practices. Quality analysts basically work on a continuous process of evaluating and identifying key behaviors that drive sales and improve customer experience.
Salary Take Home: Rs.15000/- to Rs. 28000/- per month.
Job Location: Bengaluru
Languages: Excellent English, Hindi (Mandatory)
Job Role : Quality Analyst
Experience :6 Months – 2 years of experience in relevant field
Work Timings: Rotational Shifts (Rotational week offs).
Age : 18 Years to 34 Years
Role & Responsibilities :
· Monitoring calls
· Assess agent performance
· Monitoring trends
· Technological responsibilities
· Competitor call center analysis
· Design evaluation programs
· Business risk reduction
· The improvement of your overall contact center performance
· The improvement of call, voice, and email quality made by your agents
· A continuous improvement in your contact center’s processes – internal and external
· Reduction of agent attrition
· Highlighting areas of risk within your business
· Identifying and addressing potential customer interaction issues
· Increased customer satisfaction and improved sales closings
Documents required for Interview: Latest Resume
Qualification Required: Any stream Degree or 10 + 2 (PUC) can apply. Having relevant experience is an added advantage.