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Call Monitoring Quality Analyst - Dayshift

Keywords / Skills : Call Monitoring, RCA, Customer Support Executive, Customercare executive, CSE, RPA, Quality Analyst, QA, Quality auditor, Quality Coach, Quality executive, Quality assurance, Contact Center

1 - 9 years
Posted: 2019-11-19

Customer Service/Call Centre/BPO
Quality Assurance Executive
2.50 - 3.70 lacs
Posted On
19th Nov 2019
Job Description
Report performance of agents and statistics through daily and weekly reports submitted to the Manager.

Carry out trend analysis for top errors and advisor level analysis
1-9 years of experience in Contact Center
Ability to adapt to change and work in a fast-paced environment
Call Monitoring (remote or side-by-side)
Conducting performance evaluations and focus group with operational staff and documenting of feedback provided to reduce error rate
Provide feedback & coaching directly to Customer Care Supervisors, Shift Leaders and the Manager and work with them directly to improve agent communication

About Company

MNC Company
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