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Keywords / Skills : Quality Analyst, Call Auditing, Call Monitoring, Audits representatives

2 - 6 years
Posted: 2019-05-27

Job Description
Quality Analyst
Job Location: Bangalore
Experience: 2-6 yrs
Job Description :
  •  Conducts quality (soft skill & Language) review of telephone representatives' performance within functionally specific units to ensure quality service goals and standards are met and/or identify areas where improvement can be achieved.
  • Audits representatives' inbound and outbound phone calls and/or correspondence, observing tangibles and intangibles of customer experience.
  • Coordinates with department Team Leaders and Managers to ensure appropriate number of audits is performed for each phone representative and to ensure representatives' availability during audit periods.
  • Evaluates and records the quality and performance during each call.
  • Summarizes findings and recommendations and forwards to supervisor to use in performance assessments and promotional decisions.
  • Provides feedback on uniform application of guidelines and procedures.
  • Provides critical data used to generate weekly or monthly reports on the performance of phone, chat or email representatives. Identifies adverse performance trends and patterns.
  • Provides input and assists with the development of additional training or policy and procedure changes that may be required to enhance service productivity.
  • Provides coaching, advice and guidance based on audit findings, and delivers performance feedback to associates as outlined in business unit's policies and procedures.
  • Mentors newly hired representatives to ensure a smooth transition from learning environment to daily production environment and may participate in providing formal training.
  • Participates in meetings and presentations or other designated special projects as assigned by department management. Maintains a comprehensive working knowledge of polices, procedure, and benefits across all product lines.




Requirements

  • Candidate must have good experience in Call Auditing and Monitoring.
  • Candidates from BPO background will be preferred.
  • Graduation is any field is must.




About Company

Aditi Staffing India Private Limite
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