Quality Analyst @ BPO Convergence

Job Description

Company Overview: BPOC Convergence is a leading provider of business process outsourcing solutions, specializing in delivering high-quality services to clients across various industries. Committed to excellence and continuous improvement, we strive to exceed client expectations while fostering a culture of professionalism and growth.

Position Overview: We are currently seeking a dedicated and detail-oriented individual to join our team as a Quality Analyst for the day shift. In this role, you will be responsible for evaluating the quality of customer interactions and ensuring adherence to established quality standards and procedures.

Key Responsibilities:

1. Conduct quality assurance evaluations of customer interactions, including phone calls, emails, and chat transcripts.
2. Analyze customer interactions for accuracy, completeness, and compliance with company policies and procedures.
3. Provide constructive feedback and coaching to customer service representatives to enhance performance and adherence to quality standards.
4. Identify trends, patterns, and areas for improvement based on quality evaluation results.
5. Collaborate with operations and training teams to develop and implement quality improvement initiatives and training programs.
6. Prepare and present quality reports and findings to management and stakeholders on a regular basis.
7. Participate in calibration sessions to ensure consistency and accuracy in quality evaluations.
8. Stay updated on industry best practices and quality assurance methodologies to drive continuous improvement.

Qualifications:

• Bachelor's degree or equivalent work experience.
• Proven experience as a quality analyst or quality assurance specialist in a customer service or contact center environment.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills.
• Ability to provide constructive feedback and coaching to team members.
• Proficiency in using quality monitoring tools and software.
• Flexibility to work day shifts and occasional weekends as required.

Compensation:

• Total Compensation: INR 31,000 per month (CTC)

Benefits:

• Comprehensive health insurance coverage.
• Performance-based incentives and bonuses.
• Opportunities for professional development and career growth.
• Positive work environment with a focus on work-life balance.

Join Us: If you are passionate about quality assurance and driven to make a positive impact in a dynamic and collaborative environment, we invite you to apply for the Quality Analyst position at BPOC Convergence. Join our team and be part of our journey towards excellence in customer service delivery. Apply now !

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Keyskills:   standards analytical management communication quality time technical adaptability leadership of proficiency problem-solving attention to interpersonal knowledge skills detail