Qureos

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Quality Analyst

JOB_REQUIREMENTS

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Key Responsibilities: -


  • Monitor, evaluate, and score inbound/ outbound calls as per defined quality parameters.
  • Provide constructive feedback and coaching to agents to improve performance.
  • identify gaps in communication, process adherence and customer handling
  • prepare and maintain quality reports, dashboards and analysis for leadership.
  • support process improvement initiatives to drive customer satisfaction CSAT, NPS and FCR.


Qualification required: -


  • Graduate in any stream
  • Minimum 1-3 years of exp as a quality analyst in an international voice process.

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