Quality Analyst
- Teleperformance (TP)
- 2 - 7 years
- Mumbai
- 4 days ago
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Job Description
Roles and Responsibilities
- Conduct call audits, quality checks, and analysis to ensure compliance with company standards.
- Monitor calls using QC tools such as CSAT, KPIs, KRAs, and metrics to identify areas for improvement.
- Provide feedback on performance gaps and suggest corrective actions through RCA (Root Cause Analysis) methodology.
- Collaborate with team members to resolve issues related to AHT (Average Handle Time), TAT (Turnaround Time), SLA (Service Level Agreement), Capacity Planning & Scheduling.
- Perform root cause analysis of customer complaints and implement corrective actions.
Desired Candidate Profile
- 2-7 years of experience in BPO industry with a focus on Quality Assurance or similar role.
- Strong understanding of call calibration processes and ability to conduct effective feedback sessions.
- Proficiency in using various QC tools such as 7QC, OJT, TNA etc. .
- Excellent communication skills with the ability to work effectively across multiple departments including operations teams.
- Contact HR: Yamanur - 9449900***
- ya*************i@te****************s.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality AssuranceRole Category: Business Process QualityRole: Call Quality AnalystEmployement Type: Full timeContact Details:
Company: Teleperformance (TP)Location(s): Mumbai
Keyskills: Call Audit QC Tools KPI TNA TAT SLA Root Cause Aht TNI Call Quality Metrics Feedback Quality Analysis Call Calibration Quality Quality Check OJT Quality Tools Fishbone BQM Quality Audit Root Cause Analysis 7Qc Capa Call Monitoring RCA KRA Quality Assurance CSAT
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