Quality Analyst - BPO - Call Audit
Quality Analyst - BPO - Call Audit19
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19
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About the Job
Skills
Company Overview
Hemocean Outsourcing is a leading staffing and recruiting company headquartered in Jabalpur, Madhya Pradesh. With a dedicated team of 2-10 employees, Hemocean provides comprehensive training and placement services, offering positions ranging from entry-level to top-tier roles. The company operates throughout the year, facilitating seamless coordination between graduates and companies. Learn more at hemocean.com.
Job Overview
Hemocean Outsourcing is seeking a Junior Quality Analyst for BPO Call Audits in Bangalore. The ideal candidate will have a minimum of 1 year of relevant experience. This position is essential in ensuring the quality and effectiveness of call processes within the BPO sector.
Qualifications and Skills
- Experience in Quality Assurance with a minimum of 1 year in a similar role.
- Proficient in Call Monitoring (Mandatory skill) to ensure communication standards are met.
- Excellent Communication Skills (Mandatory skill) for clear and effective interaction.
- Understanding of the sales process (Mandatory skill) to better assess and audit calls.
- Strong Data Analysis skills to interpret performance metrics and reports.
- Effective Problem Solving abilities to address and resolve quality issues.
- Experience with Process Improvement strategies to enhance call quality and efficiency.
- Customer Service orientation to ensure satisfaction and resolve client concerns.
Roles and Responsibilities
- Monitor and evaluate calls to ensure they meet company quality standards.
- Provide feedback to agents and team leaders based on call assessments.
- Generate and analyze quality reports to identify trends and areas for improvement.
- Collaborate with the training team to enhance agent performance and quality outcomes.
- Develop and implement quality assurance processes to ensure ongoing compliance and improvement.
- Participate in calibration sessions to align quality standards across the team.
- Address and resolve any issues related to call quality and customer satisfaction.
- Regularly update and maintain quality documentation and call audit records.
About the company
Industry
Staffing & Recruiting
Company Size
2-10 Employees
Headquarter
Jabalpur, Madhya Pradesh
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