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Quality Analyst Jobs in Pune - Blue Planet Info solutions

Eligibility : 12th Pass (HSE)

Location : Pune

Last Date : 27 Dec 2016

Experience Required: 1 Years

Preferred Gender: Male

Blue Planet Info solutions - Job Details

1. Monitoring calls

  • Your call center processes a lot of customer requests throughout the day, therefore, to ensure that your call center agents are interacting with customers in accordance with your company’s set guidelines and are serving your business’ best interest, quality analysts will monitor calls to measure performance and facilitate your business’ strategic objectives. 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. In the case that a quality analyst detects broken internal processes, skills gaps and poor workforce scheduling, it is his/her role to make an informed decision on how to bridge the gap, improve the workforce scheduling, correct broken internal processes and even alert other areas of the organization that will be impacted by these changes.

2. Assess agent performance

  • Your call agents are at the front line of your business in terms of effectively representing your products, resolving issues, and answering customers’ questions. But do they show enthusiasm when talking to your customers? Are they friendly and knowledgeable? Most importantly, can they effectively close a sale? The above mentioned factors make a huge difference when it comes to customer interactions. Therefore, in order to facilitate high level customer service, a quality analyst will assess agent behavior, counsel, and coach them in order to reduce negative customer experience, wastage of time and resources, and agent attrition. A quality analyst will also assess your agents’ interaction with customers against a set of quality standards which includes subjective components such as soft skills and courtesy. Perhaps one of the most challenging tasks however, is that of identifying historical trends through data analysis which can help you determine which agents require more attention and those which require less. Call Criteria can do just that by identifying those agents which require increased coverage and analysis.

3. Monitoring trends

  • An analyst will study what other firms within the call center industry are practicing to improve customer relations. The analyst can then take the acquired information and incorporate it into a customized solution for your business. Staying on top of industry trends will help your business optimize customer relations and outperform competitors. On an internal QA level, it is especially important to monitor trends within your own call center(s) such as month over month agent performance metrics and top missed points at the agent or organizational level. Below are some highly dynamic tools that can be used to analyze and monitor trends with a 3rd party QA option like Call Criteria:

Hiring Process : Face to Face Interview

Job Role: IT Software-Engineer

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About Blue Planet Info solutions

We are USA Based MNC from last 2 decades. We have International as well as Domestic Voice Process.We are in Software Development from last 11 and half years. Our head office is located in New Jersey & we had our branches in Pune & Nagpur also.

Jobs by Location

Blue Planet Info solutions recruiting Quality Analyst Experienced(1 Years - 1 Years) candidates in Pune. The Blue Planet Info solutions vacancies for Quality Analyst is filled through Face to Face Interview etc.
Blue Planet Info solutions jobs for Experienced(1 Years - 1 Years) candidates are very common in nature as the company recruits a lot of Experienced(1 Years - 1 Years) candidates every year based on the skills . The candidates with 12th Pass (HSE) are selected to full fill the vacancies in IT Software-Engineer job field. The Experienced(1 Years - 1 Years) candidates applying for Quality Analyst should have a degree or post-graduation in the required field based on the requirement mentioned. The jobs are available in Full Time basis. When it comes to Blue Planet Info solutions recruitment, Experienced(1 Years - 1 Years) candidates are mostly chosen for the department IT Software-Engineer. To learn more about the current jobs and other details, it is better to go through official site of Blue Planet Info solutions and Freshersworld. The Freshersworld is a leading employment portal that researches the official site of Blue Planet Info solutions and provides details about the current vacancies, the application process, selection process, test details, important dates and other information.