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.