Quality Analyst

Job Description:

Quality Analyst

Roles & Responsibilities
The key role of call center quality assurance is ensuring that the agents provide
quality service in line with the organizational objectives. Optimized quality
assurance increases agents’ efficiency through behavior modification, enhanced
quality service to customers and improved close rates. It is important to have a
robust quality assurance program, creating a team of analysts and
understanding their roles and responsibilities.

Here are essential functions and tasks of a quality assurance
team:
• Developing Evaluation Programs
• Keeping track of the key industry trends
• Monitoring Customer Interactions
• Calibration Sessions
• Utilization of Technology
• Training and Coaching
• Compliance Monitoring’
• Driving Innovation and Optimizing Processes
• Competition Analysis
• Agent Engagement
• Revenue Growth
• Improving overall contact center efficiency

City: Vadodara

State: Gujarat

PostalCode: 390013

Recruiter: Akanksha Dwivedi- +91 6359655665

Created Date: 17-03-2022

Desired Skills:

Must have 5+ years of experience in Call Center / BPO as a Quality
Analyst

Responsibilities:

Roles & Responsibilities:

The key role of call center quality assurance is ensuring that the agents provide
quality service in line with the organizational objectives. Optimized quality
assurance increases agents’ efficiency through behavior modification, enhanced
quality service to customers and improved close rates.

It is important to have a robust quality assurance program, creating a team of analysts and
understanding their roles and responsibilities.

Experience Requirements:Here are essential functions and tasks of a quality assuranceteam:• Developing Evaluation Programs• Keeping track of the key industry trends• Monitoring Customer Interactions• Calibration Sessions• Utilization of Technology• Training and Coaching• Compliance Monitoring’• Driving Innovation and Optimizing Processes• Competition Analysis• Agent Engagement• Revenue Growth• Improving overall contact center efficiency