Quality Analyst

Roles and Responsibilities

• Conduct call audits to ensure compliance with quality standards and processes.
  
• Provide feedback on calls to improve agent performance and customer satisfaction.
  
• Monitor calls using QC tools such as CSAT, KPIs, SLA, TNI, TNA, Coaching, Fishbone, PIP, RCA (Root Cause Analysis), and Metrics.
  
• Participate in calibration sessions to maintain consistency across teams.
  
• Identify areas for improvement through analysis of data from various sources.
  

Desired Candidate Profile

• 2-7 years of experience in a similar role within an International BPO environment.
  
• Strong understanding of Call Monitoring, Call Quality Assurance, Call Calibration, Call Audit principles.
  
• Excellent communication skills with ability to provide constructive feedback effectively.
  
• Contact HR: Yamanur K - 9449900627
• yamanurappa.kuri@teleperfomance.com