Quality Analyst / Quality Auditor
- Logix Incorporation
- 1 Positions
- Bengaluru
- 2 months ago
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Job Description
Logix Incorporation is delighted to offer a rewarding career opportunity for the position of Quality Analyst.
Position Details:
- Working Hours: 10.5 hours per day, 6 days a week
- Salary: To be discussed after your interview and performance evaluation.
Location: Work from Home (Remote)
Job Description:
The Quality Analyst / Quality Auditor is responsible for ensuring high-quality standards in call center operations by auditing calls, monitoring lead conversion ratios, verifying lead disposition/tagging accuracy, and providing constructive feedback to agents. This role focuses on enhancing overall campaign quality, adherence to company SOPs, and improving performance outcomes.
Key Responsibilities:
Call Auditing:
- Review calls to ensure compliance with company standards, processes, and professionalism.
Lead Conversion Monitoring:
- Track and analyze lead conversion rates to assess performance.
- Verify the accuracy of lead disposition and tagging.
Feedback Management:
- Provide constructive feedback to agents based on audit findings.
- Share detailed performance reports with management.
SOP Compliance:
- Ensure agents follow approved processes, guidelines, and scripts during calls.
Professionalism Evaluation:
- Assess call quality for key factors, including clarity, tone, and customer engagement.
Reporting:
- Maintain comprehensive records of audits, conversion analyses, and feedback reports.
- Prepare detailed reports on campaign performance and quality metrics.
Training Support:
- Identify training needs based on agent performance gaps.
- Assist in the development of skills to improve agent performance.
. Continuous Improvement:
- Proactively suggest process improvements to enhance quality and efficiency.
- Stay updated on industry best practices to implement innovative quality strategies.
Collaboration:
- Work closely with cross-functional teams to implement quality initiatives and meet organizational goals.
Ad-hoc Audits:
- Conduct additional audits as needed.
- Participate in special projects or quality improvement campaigns.
Required Skills & Qualifications:
- Comprehensive knowledge of call center operations and quality assurance processes.
- Strong attention to detail and analytical skills.
- Proficiency in using CRM and lead management systems.
- Excellent communication, interpersonal, and reporting skills.
Preferred Qualifications:
- Proven experience in a Quality Assurance or call auditing role within a call center environment.
- Certification in Quality Assurance or a related field is a plus.
If you are interested in this opportunity, please submit your resume to hidden_email any inquiries or to express your interest via WhatsApp, please contact hidden_mobile. Include "Quality Analyst - [Your Name]" in your message.
We are excited to potentially welcome you to the team and look forward to reviewing your application.
Best regards,
Logix Incorporation
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Customer Service (International)Functional Area: Not SpecifiedRole/Responsibilies: Quality Analyst / Quality AuditorContact Details:
Company: Logix IncorporationLocation(s): Bengaluru
Keyskills: communication skills crm management recruitment kpi monitoring quality audit bpo non voice kpi reports kpi analysis bpo operations
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