Quality Analyst for Telecallers Team

Job Description

• Auditing calls and the responses provided by the agents and to evaluate the customer experience
  Active participation in all meetings (team huddles, calibrations etc) and trainings as scheduled
  Publishing Quality reports/Dashboard (Daily/Weekly/Monthly)
  Ability to identify and capture VOC (understands difference between good and bad customer feedback)
  Any Fatal errors is escalated to Management
  Provide detailed feedback on the strengths and improvement areas.
  Call calibration (Internal/External)
  Complete the work allocated to individual as per SLA
  Adherence to QA guidelines & Deadlines and prepare reports to communicate outcome of quality activities
  Conduct Process Training