Quality Analyst in BPO @ Subhadra Jobs

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Quality Analyst in BPO

Subhadra Jobs
3 to 8 Yrs
Multi-City, India
3 years ago
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Job Description

Need to get the pre-defined quality evaluations for Webchat, Voice & Emails.

2. Feedback to be given to CSE's for QE done on the previous day. All shifts to be covered.

3. Immediate feedback to be given to CSE's who score low quality score and fatals.

4. Evaluate at least 30% of escalations to TL / Mgr received during the previous day. Agents who have given more than 3 escalations in a month/repetitive escalations all calls to be evaluated for those agents and an MIS to be shared.

5. Weekly call with QA, Trainer & client.

6. Evaluation of low scorers to identify their weekly improvement and need for refreshers

7. Share action plan with supervisory team of Aegis and TALIC along with responsibility, timeline etc

8. Share delivery against action plan along with results if any.

9. Weekly or bi-weekly sessions, call calibration exercise of 2 good calls and 2 bad calls. All CSE's to be covered in the exercise.

Evaluate at least 10% of angry customers and 10% of happy customers.

Interested aply today on hidden_email

Employement Category:

Employement Type: Full time
Industry: BPO / Call Center
Role Category: Customer Service (Domestic)
Functional Area: Not Applicable
Role/Responsibilies: Quality Analyst in BPO

Contact Details:

Company: Subhadra Jobs
Location(s): Multi-City, India

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Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

Create password

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Subhadra Jobs

Subhadra jobs is a well established and experienced Top talent staffing and recruting, Market research and analysis and IT consulting in Bangalore. We offers Top talent staffing and recruting services, Market research and consulting services one step ahead than the other companies in Bangalore. �...

Quality Analyst in BPO @ Subhadra Jobs

Home > Customer Service (Domestic)