(!) Quality Analyst - Advance | Osnite_Kolkata | Top MNC opportunity
KolkataFull-time3–6 yrsPosted 4 weeks ago
Mid-level customer support role at Gratitude in Kolkata. Needs 3+ years and a degree.
About the role
Quality Analyst - Voice Advance_A_KolkataLocation: KolkataExperience: 2-8 yearsBand: BPO 2/3Salary: up to 9 LPAProcess: Advanced Inbound / Blended Voice Customer CareShift: Rotational shifts, including night/graveyard shiftsJob SummaryWe are looking for an experienced Quality Analyst – Voice Advanced to monitor and improve the quality of customer interactions for an international electricity and gas utilities process.The role will be responsible for call monitoring, quality evaluation,…
What you'll do
- Responsible for call monitoring, quality evaluation, calibration, root-cause analysis, compliance assessment, reporting, and coaching support
What you need
- Root cause analysis
Good to have
- CRM
- Customer service
- Voice process
- Escalation handling
- Six Sigma
- SOP writing