QA FOR BPO VOICE PROCESS AND ENHANCE QUALITY OUTPUT IN INDIA

Title: Quality Analyst Qualification: Any Bachelor/ Master Degree Experience: 2+ years Role Category Support Industry BPO Key Skills QA's duty is to share the feedback for the whole process and take steps to improve the process by escalating the short comings to the training department and conducts training. Job Responsibilities 1.To audit the number of calls given by the client on a daily basis 2. Record feedback and To let the Customer service executive know about his/hers areas of improvements 3. Bring in necessary changes to the process and constant updation of call center core process 4. To check whether the CSE has incorporated Knowledge and competence and the customer was able to comprehend to what the CSE was talking about 5.Attend call calibrations 6.To check if the CSR has used the right telephonee etiquettes,And followed appropriate hold procedures and has a given a proper resoltion for the customers request.. Job Profile Work Timings - Any 9 hours between 4:30pm to 5:30 am Work days - 5 Days a week Salary -Inline with Industry standards