Experience in call monitoring, call auditing, and call barging.
Should be able to communicate effectively orally as well as in writing.
Audit calls of the agents on regular basis.
Provide feedback to agents based on audits.
Tracking performance for agents by regular audits and feedback.
Meet the audit targets on daily and weekly basis with 100% feedback.
Conducting quality sessions on regular basis.
Conducting refreshers for floor and new agents.
Handling client calibration to ensure minimum variance.
Combining all feedbacks and analyzing the areas of improvement and defining action plan to ensure maximum improvement.
Setting out quality standards for various operational areas and ensuring adherence to quality standards by conducting quality audits & calibrating the scores with quality team.
Ability to meet deadlines & adapt to the changing needs of the project
Self starter and able to work independently with minimal supervision.
To assist new members of the team by updating knowledge & bridge process gaps.
Provide feedback to the Team Lead(s), Operations Manager & Trainer(s).
Apply url: http://yoscv.com/jobs/Quality+Analyst/J3J0WK77XL4SB9SX87P/Information+Technology