Call Quality Analyst

Quality Analyst - BPO Sector

Globiva is hiring a Call Quality Analyst on an immediate basis for its Gurugram location (Sector 18, Gurgaon, Haryana). This role requires a 6-day working week with a 9-hour shift. Please note, there is no cab facility provided.

Key Responsibilities:

• Conduct comprehensive auditing of calls and analyze service requests.
• Prepare daily dashboards and analyze reports and data to identify trends and performance metrics.
• Communicate daily reports and quality scores to the team.
• Provide one-on-one feedback to agents based on call audits to foster improvement.
• Participate in internal and external calibration sessions with Quality and Operations teams to ensure consistent evaluation.
• Analyze service requests, identify root causes (RCA), and share findings.
• Perform data analysis and generate designated reports to support business decisions.
• Collaborate with the Operations team to develop overarching process improvement strategies and quality plans.
• Monitor adherence to telephone etiquettes, hold procedures, and effective resolution of customer requests by Customer Care Executives (CCE).
• Highlight issues and deviations from established quality parameters.
• Conduct refresher and quality training sessions as needed.
• Identify fatal and non-fatal errors impacting the process and implement corrective and preventive actions.
• Identify areas for improvement and prepare the process to meet desired quality standards.
• Ensure compliance with internal policies, procedures, and regulatory requirements.
• Conduct quality sessions for new hire training (NHT) batches.
• Provide regular performance feedback to supervisors and managers regarding executive performance.
• Audit calls for trainees during their training and on-the-job training (OJT) periods.

Mandatory Requirements:

• Previous BPO experience is mandatory.

Salary: 30,000 CTC to 35,000 CTC per month.

Interested candidates are requested to share their CV with HR Dheeraj at 7859975043.