Quality Analyst at

MattsenKumar

Jaipur
Full time
Posted on : April 7, 2022

Minimum Work Experience

1+ years

Salary Range

Skills Required

Verbal Communication Skills, Written Communication Skills, BPO Operations

Job Description

Shift: Rotational

Other Skills: Proven experience in call quality analysis Approachable and vibrant personality. Professional Attitude towards work Ability to handle any situation with patience and very strong empathy Passion to deliver the highest levels of customer service at all times Must be a team player with the ability to work independently, prioritize tasks, and meet targets / deadlines.

Monitor incoming customer service, outbound lead generation calls of the agents and deliver feedback/coaching.
Ensure the Process Quality audit targets & SLAs are met.
Meet set monthly/quarterly targets for leads/calls coverage.
Prepare TNI’s for process improvement provide feedback & refresher sessions to agents to improve call quality.
Prepare weekly and monthly Quality dashboards.
Conduct Internal and external calibrations with the client.
Disseminate the process updates to the team members.
Conduct Process knowledge tests to gauge the level of understanding among the agents.
Take the extra mile to engage customers and ensure customer delight.
Providing employees with relevant Quality Control training QA training.
Creating and updating SOPs.

Share this job

About MattsenKumar

For more than 15 years, MattsenKumar has been a pioneer in establishing and transforming contact center operations for leading organizations across the globe. Our team focuses on providing successful transactional output and offers business analytics and process improvement strategies by leveraging our Business Insights expertise. Our commitment to delivering quality outsourcing capabilities, highly qualified and trained workforce, proper data security measures in place, and promise of maximum ROI forms the secret MK sauce which our clients have embraced for the past 15 years.

Are you BPO ready?

Improve your chances of getting a job in your dream company with BPO Success Training!

Our 12 week program is designed by BPO industry veterans in close collaboration with the Industry, to ensure you are trained on the necessary soft skills and technical skills that the industry is looking for.

Our comprehensive program covers –