Quality Analyst
Blue Planet Info solutions
Expired
Posted: 28 Oct 16
Job Description
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:
Job Particulars
Role it software engineer
Education 12th Pass (HSE)
Who can apply Experienced (1 Years)
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id244172
Job Category IT/Software
Locality Address
State Maharashtra
Country India
About Company
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.
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