Quality Analyst - Bpo Voice - Hyderabad
- Writer Corporation
- 1 - 3 years
- Hyderabad
- 4 months ago
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Job Description
Key responsibilities:
- Call Quality Monitoring:
- Monitor and evaluate Inbound/Outbound calls made by tele-caller agents to potential Delivery Executives (DEs) for onboarding or rejoining.
- Assess agents communication skills, adherence to scripts, SOP compliance, and accuracy in providing information.
- Quality Feedback and Coaching:
- Provide structured feedback to agents on areas of improvement and commend them on their strengths.
- Conduct regular coaching sessions to improve call quality, sales techniques, and compliance with the onboarding process.
- Performance Analysis:
- Analyze call data and generate required MIS & quality reports, highlighting trends, improvement areas, and agents performance.
- Conduct and document detailed Root Cause Analysis (RCA) and Corrective & Preventive Actions (CAPA) for Fatal errors and Escalations.
- Identify training needs based on quality assessments and suggest appropriate & relevant training programs.
- Compliance Checks:
- Ensure agents adhere to Swiggy's SOPs, including documentation verification, payment completion, and DE onboarding processes.
- Verify that agents follow the guidelines for the rejoiner process and effectively address DEs' concerns.
- Process Improvement:
- Recommend process improvements based on quality analysis to enhance the efficiency of the recruitment and onboarding processes.
- Collaborate with the onboarding and reliability teams to ensure at least 70% of new DEs complete their first order within 48 hours of onboarding as per the SLA and changes as applicable.
- Documentation and Reporting:
- Maintain accurate quality assessment records and update performance trackers.
- Report non-compliance, process deviations, and recommend corrective actions.
- Customer Experience Optimization:
- Ensure a seamless candidate experience by identifying areas to improve agents approach in persuading potential DEs.
- Contribute to improving the onboarding process by sharing insights from quality evaluations.
Job Classification
Industry: Facility Management ServicesFunctional Area / Department: Quality Assurance,
Role Category: Business Process Quality
Role: Quality Analyst
Employement Type: Full time
Contact Details:
Company: Writer CorporationLocation(s): Hyderabad
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Keyskills: Bpo Voice BPO Call Monitoring Quality Monitoring
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₹ 2-4 Lacs P.A
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