Konnecting Korporates is a recruitment organization that strives to help businesses put together a staff of highly efficient and skilled professionals, and also serve employees by opening up new vistas of job opportunities for them.
Profile Offered: Quality Analyst
Job Location: Mohali, Gurgaon
Course Specialization: Any Graduate
Desired Experience: 0 - 5 years
Roles and Responsibilites:
Monitor calls and evaluate Quality Audit form.
Identify improvement points and provide actionable insights to the agents.
Track progress of the agents assigned to them.
Conduct feedback sessions to explain the pain points of the agent and suggest improvements.
Maintain audit report and agent progress report.
Conduct analysis session with the Team Leader to discuss issues and trends of their team.
Make outbound sales calls related to assigned process.
Conduct mock call sessions and assessments for training team.
Attend calibration sessions to ensure that the Quality Audits are as per guidelines.
Raise any scenarios/cases which fall under non-compliance of quality.
Conduct disposition wise analysis.
Present Root Cause Analysis for their agent's escalations.
Ensure Staffing, AHT, Break adherence expectations are met ondailybasis.
Identify and suggest process improvements.
B.A., B.Com., B.Sc., B.Tech/B.E., BMM, BMS
0 - 5 Years
2.5 - 4 LPA