Share this job with a friendQuality Analyst For BPO - International & Domestic Job in Indore, Lucknow at Hiring Squad in Indore (Job Vacancy)
Hiring Squad
Indore
1 year
5.0 LPA Max.
Full-time
10 Vacancies
Posted 30 Day(s) ago
Job Description
Key responsibilities:
1. Sample and evaluate contact transactions
2. Report results of evaluations to Quality and Operations teams
3. Coach Technical Support Executives based on evaluation outcomes
4. Analyze contact evaluations and highlight performance trends
5. Coach agents to improve technical capabilities based on identified trends
6. Identify training needs and develop action plans to address gaps
7. Guide technical support executives on appropriate troubleshooting approaches
8. Participate in calibration sessions with quality and operations teams
9. Maintain up-to-date understanding of program strategies
10. Support management in reviewing key drivers, metrics, and operational processes that impact KPI results
11. Demonstrate commitment to internal customer satisfaction within the program
