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Call Centre Quality Analyst required for a FMCG Food Company in MUMBAI

Keywords / Skills : Call Centre Quality Analyst , "Call Centre Voice Process", "Quality Auditor"

3 - 8 years
Posted: 2019-02-21

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Sales/Business Development
Role
AR Caller/AR Analyst
Quality Assurance - Manager
VP/ GM - Quality
Quality Assurance Executive
Salary
2.00 - 4.00 lacs
Posted On
21st Feb 2019
Job Ref code
Call Centre Quality
Analyst
Job Description
Profile will Report to Digital Marketing Manager

Location Mahim

Department Brands & Distribution India

Call Centre Quality Analyst

1. Responsible for monitoring transactions/customer interactions by the Customer Care Team

2. Provide real time feedbacks to customer care agents on their areas of improvement.

3. Identifying the training needs through quality reports and self-assessment done by

monitoring calls of customer care agents

4. Prepare Weekly/ Monthly Targets for the Customer Care Agents and ensure their

productivity

5. Maintain all necessary data and reports.

6. Measure improvements and feedback effectiveness.

7. Should be open to take calls, handle emails/chat and attend to escalations calls to identify

the improvement areas in the product/process.

8. Responsible for updates and process changes to the team.

9. Close coordination with the training and operations team to bring overall improvement in

service delivery.

10. The person will be responsible for developing the culture for Customer centricity and

maintain high Customer Experience Standards in the company

11. Lead the call centre team to accomplish Sales Target

12. Manage orders/complaints from customers

13. Prepares call centre performance reports by collecting, analysing, and summarizing data

and trends.

14. Suggesting innovative ideas to push on-call sales

Total Experience (in years) 2 to 4 years Experience specific to Profile (in years)

2 -3 Years of Experience in International BPO



About Company

FITS U – KINDLY SEND ACROSS YOUR CV IN A WORD FORMAT INDICATING
The code- Call Centre Quality Analyst
• Location –Mahim
• Present Salary/CTC
• Notice Period
• Scanned Photo ( a must) to [HIDDEN TEXT]

Call Centre Quality Analyst required for a FMCG Food Company in MUMBAI
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