Requirement:

Should have 1 - 3 years of experience as a Quality Analyst / Quality Auditor

Industry preferred: BPO

Job Location Baner, Pune

Job Type: WFO

Working: 6 days working

Perk: 4 - 4.5 LPA CTC

Language: Hindi, English, Tamil, Telugu and Kannada

A Call Quality Auditor, also known as a QA analyst, assesses agent performance in a call center to ensure they're adhering to best practices and providing a positive customer experience. Their responsibilities include:

• Monitoring
• Listening to customer interactions and using evaluation forms to capture insights
• Analyzing data
• Analyzing call center data to generate insights and predict customer trends
• Tracking metrics
• Tracking key performance metrics to improve call quality
• Developing process controls
• Developing standard operating procedures (SOPs) and supporting documentation
• Delivering reports
• Providing weekly reports on trends, insights, and action plans for sales managers, and monthly agent performance reports
• CRM hygiene
• Performing CRM hygiene to help preserve the health and integrity of sales pipelines