Quality Analyst
- trigent
- 4 - 8 years
- Bengaluru
- 13 days ago
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Job Description
Job Description:
We are seeking a skilled Quality Assurance Specialist to join our team and oversee the quality of our international voice process. The ideal candidate will have a strong background in QA with specific experience in monitoring and improving voice-based interactions. You will play a crucial role in ensuring that our customer service standards are consistently met and exceeded.
Key Responsibilities:
Quality Monitoring: Regularly monitor and evaluate voice interactions between agents and customers to ensure adherence to company standards and protocols.
Performance Analysis: Assess and analyze performance metrics, identifying areas for improvement and developing action plans to enhance service quality.
Feedback and Training: Provide constructive feedback to agents based on performance assessments, and collaborate with training teams to design and implement effective training programs.
Documentation: Maintain detailed records of quality assessments, feedback, and corrective actions taken. Process Improvement: Collaborate with management to refine and enhance QA processes and tools, ensuring alignment with best practices and organizational goals.
Compliance: Ensure all QA activities comply with company policies, industry standards, and regulatory requirements.
Qualifications:
Education: Bachelor's degree.
Experience: Minimum of 1 year of relevant experience in
QA for international voice processes, with a total of 4 years of overall experience.
Skills: Strong understanding of QA parameters and metrics for voice processes. Excellent analytical and problem-solving abilities. Effective communication skills, both written and verbal. Proficiency in using QA tools and software.
Other Requirements: Flexibility to work in different shifts, including nights and weekends. Strong understanding of customer service principles and practices. Ability to handle high-pressure situations calmly and effectively.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Quality AnalystEmployement Type: Full timeContact Details:
Company: TrigentLocation(s): Bengaluru
Keyskills: Call Monitoring Call Quality Call Audit quality analyst International Voice Process Voice Process
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trigent
About Trigent: Trigent is a leading provider of IT services and solutions, headquartered in Boston, USA, with development centers in India. We are committed to delivering high-quality software solutions and services to our clients across the globe. Our expertise spans a wide range of industries, a...
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