Job Overview:
Jeena Sikho is looking for a detail-oriented and analytical Quality Analyst to monitor and improve the performance of our BPO operations. The ideal candidate will ensure that customer interactions meet company standards and help enhance overall service quality.
Key Responsibilities:
- Monitor and evaluate customer calls, chats, and emails.
- Ensure compliance with company quality standards and processes.
- Provide constructive feedback to agents to improve performance.
- Conduct regular quality audits and maintain scorecards.
- Identify trends and areas of improvement in customer interactions.
- Prepare quality reports and share insights with management.
- Collaborate with training teams to improve agent performance.
- Handle calibration sessions to maintain consistency in evaluations.
Required Skills & Qualifications:
- Minimum 2 years of experience as a Quality Analyst in BPO.
- Strong understanding of call quality parameters and KPIs.
- Excellent listening, analytical, and communication skills.
- Ability to provide clear and actionable feedback.
- Good knowledge of MS Excel and reporting tools.
- Attention to detail and problem-solving mindset.
Preferred Skills:
- Experience in international voice processes.
- Knowledge of QA tools and CRM systems.
Pay: ₹30,000.00 - ₹35,000.00 per month
Benefits:
Experience:
- Quality Analyst: 2 years (Required)
- BPO: 2 years (Required)
Location:
- Zirakpur, Punjab (Zirakpur) (Required)
Work Location: In person
