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Quality Analyst - Internation BPO

Kolkata, WB
Job Code:
  • Miscellaneous
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Job Details

Summary Call centers process many customer requests throughout a day. To ensure that customer-service representatives are interacting with clients in ways that serve a businesss best interests, quality-assurance analysts often monitor phone calls to measure performance and help implement the business s strategic objectives. Areas the analyst might study include voice quality and product knowledge, as well as whether representatives stick to their training scripts. They also check to see if a customer is satisfied with the results of the interaction, and end calls in a friendly and professional way.Job DescriptionScreens incoming and outgoing calls to ensure quality customer service, and adherence to the policies and procedures of the organization.Provides feedback to assist in the creation of performance improvement goals and the development of training programsHas knowledge of commonly-used concepts, practices, and procedures within a particular field.Relies on instructions and pre-established guidelines to perform the functions of the job. Works under general supervisionAttend call calibrationsBring in necessary changes to the process and constant updates of call center core processSkills Good Communication skill means the ability of listening, writing and speaking effectively.One important requirement for this skill is the efficiency means that meets the goal-setting.Flexibility This skill requires the ability of controlling multiple assignments and tasks in which you can identify their important level then decide which should be done first, which should be last. You also need to adjust the tasks to suit with real condition and assignments.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-7


Any Process - Both BPO Type | Any Process - International BPO Type | Blended Process - International BPO Type | Operations
Applying for this job will take you to an external site


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