Kaloor, Kochi
Up to 20k/month (negotiable for the right candidate)
Bachelor’s degree /Diploma (candidates with back papers/arrears can be considered)
Min 1 year of experience as QA in BPO. Must be very good in English communication.
A leading BPO company is looking for:
Position: Junior Quality Analyst( QA)
Location: Kaloor, Kochi
Education: Bachelor’s degree /Diploma (candidates with back papers/arrears can be considered)
Experience: Min 1 year of experience as QA in BPO. Must be very good in English communication.
Salary: Up to 20k/month (negotiable for the right candidate)
Max. Age 35 years
A Junior QA in a BPO (Business Process
Outsourcing) environment is responsible for monitoring, evaluating, and
improving the quality of customer interactions, processes, and services. They
ensure that company standards and client requirements are met to enhance
customer satisfaction and operational efficiency. QA will be handling domestic
process.
Key Responsibilities:
• Call & Chat Monitoring: Listen to recorded/live calls or review
chat/email interactions to assess agent performance.
• Quality Audits: Conduct quality checks and provide detailed feedback to
agents and supervisors.
• Performance Analysis: Identify trends, common errors, and areas for
improvement in customer interactions.
• Compliance Checks: Ensure adherence to company policies, processes, and
client-specific guidelines.
• Documentation & Reporting: Maintain accurate records of evaluations,
audits, and improvement plans.
• Training Support: Assist in coaching sessions or refresher training for
agents based on quality reports.
• Customer Satisfaction Tracking: Monitor CSAT (Customer Satisfaction Score)
and other KPIs to drive service excellence.
• Process Improvement: Suggest enhancements to workflows and customer handling
techniques.
Skills:
• Strong attention to detail
• Good communication & analytical skills
• Ability to provide constructive feedback
• Knowledge of BPO processes & customer service metrics
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