Quality Analyst For BPO or Call Center

Department : Travel/Airlines
 
Roles and Responsibilities
· Gives constructive feedback to associates and derive action plan
· Understands process/function goals and help the team to achieve them
Completing Call Monitoring and Feedbacks as per SLA or Internally defined
Conducting Calibration Sessions and initiating Action Plans for reducing Variance
Demonstrate expertise in functional knowledge and the ability to apply them in the aligned project
Ability to coach associates and peers on Quality tools pertaining to the project
Is able to understand the impact of individual performance to meet / improve own targets
· Coordinating with the client on process related issues & updates
· Ensure Adherence To Process Quality SLA's
· Listens & clearly presents information
· Presents appropriate information in a clear and concise manner, both orally and in writing.
· Takes others’ perspectives into account when communicating, negotiating or presenting arguments
· Adapts communication style to suit others
· Demonstrates high levels of integrity and personal standards in all work related situations
· Report to work at the agreed-upon time, ready to work with a cooperative and positive attitude
· Works with Cross-Functional Teams to ensure that both internal and external customer needs are met
 
Education & Experience
· Graduates or Under Graduates.
· 2 or more years of experience in contact centers preferably from Travel / Hospitality
· 1 or more years in the relevant role.
 
For InterviewContact Person Gaurav Dakshini :- 9833347901