Hiring for Call Quality Analyst for International BPO

Univer

1 to 6 yrs. Gurgaon
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Posted on 30 Aug 2018

Job Description

-Quality check on the calls taken by the advisers Call monitoring & quality check of calls
-Coaching and feedback on the areas of improvement on the calls evaluated
-Taking briefs and de brief sessions with the agents and addressing the issues pertaining to the quality parameters
-Compile audit results of the team
-Bench marking calls with team leaders and operation managers
-Develop new quality form as per the process requirement
-Reporting the gaps and the areas of opportunities and sharing the best practices
-Plan and strategies, to enhance the quality of the sale with the better customer experience resulting in the increase of the conversion ratio
-Maintain Daily, Weekly & Monthly Call Quality Reports and ----presentations for Review & Performance analysis
-Ensure Zero compliance issues in terms of call quality

Keyskills

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