Key Responsibilities of a QA in BPO
- Call Monitoring: Listening to live or recorded calls to evaluate agent performance.
- Quality Audits: Reviewing calls, chats, and emails to ensure compliance with company policies and client expectations.
- Feedback & Coaching: Providing constructive feedback to agents and conducting coaching sessions to improve performance.
- Compliance Assurance: Ensuring agents follow organizational guidelines, industry regulations, and client-specific requirements.
- Data Analysis: Tracking KPIs such as First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT).
- Process Improvement: Identifying gaps in service delivery and recommending corrective actions.
- Collaboration: Working closely with team leads and trainers to align performance with organizational goals.
Pay: ₹12,178.42 - ₹25,000.00 per month
Work Location: In person
