Quality Analyst - BPO

Company Overview

We are one of India's fastest expanding Business Process Management organizations, dedicated to surpassing client expectations through exceptional customer engagement and achieving tailored business objectives with digital empowerment.

Job Location and Work Schedule

This position is stationed in Sector 18, Gurugram (Haryana), with a six-day working week and nine-hour daily shifts. Note there is no cab facility provided. Immediate joining is expected.

Key Responsibilities

• Conduct thorough auditing and analysis of customer service calls and service requests.
• Generate comprehensive daily dashboards and analyze reports and data trends.
• Disseminate quality scores and daily reports to team members.
• Provide personalized one-on-one feedback to agents based on audit results.
• Engage actively in both internal and external calibration meetings alongside Quality and Operations teams.
• Perform root cause analysis (RCA) on service requests and provide insights.
• Create and maintain structured data reports.
• Collaborate with Operations to formulate and enhance overall process improvement and quality strategies.
• Ensure customer care executives adhere to proper telephone etiquette, hold procedures, and deliver effective resolutions.
• Identify and escalate issues according to quality benchmarks.
• Facilitate refresher and quality training sessions as needed.
• Detect and address errors affecting process quality, implementing corrective and preventive measures.
• Recommend improvements to meet target quality standards.
• Ensure compliance with internal policies, procedures, and regulatory requirements.
• Conduct quality sessions for newly hired trainees.
• Provide ongoing feedback to supervisors and managers regarding the performance of executives.
• Audit calls for trainees throughout training and on-the-job training phases.
• Only female candidates are considered for this role.
• BPO experience is mandatory.

Additional Information

• Salary range: INR 300,000 to INR 400,000 annually (approx. 30,000 to 33,000 INR monthly CTC).
• Interested applicants should share their CV with HR (contact: Dheeraj - 7859975043).