Quality Analyst IN BPO – Get Slim – Full Job Description

Company: Get Slim
Location: Delhi, Delhi
Job Type: Full-time
Salary: ₹20,000 – ₹25,000 a month

Job Description: Quality Assurance Specialist (New Delhi)

Monitoring and Evaluation:

• Listen to recorded calls, review emails, and assess chat interactions to evaluate agent performance against established quality standards.
• Identify trends and patterns in agent behavior and customer interactions to pinpoint areas for improvement.
• Conduct regular audits and quality checks to ensure compliance with company policies and client expectations.

Providing Feedback and Training:

• Offer constructive feedback to agents on their performance, highlighting strengths and areas for improvement.
• Develop and deliver training programs to enhance agent skills and knowledge.
• Participate in calibration sessions to maintain consistency in evaluations.

Process Improvement:

• Identify and analyze process gaps and inefficiencies.
• Develop and implement process improvements to enhance quality and efficiency.
• Collaborate with other departments to address quality issues and implement solutions.

Data Analysis and Reporting:

• Track and analyze key quality metrics (e.g., CSAT, FRT, IQS) to measure performance and identify trends.
• Prepare reports that reflect agent performance and highlight areas for improvement.
• Use data to identify root causes of quality issues and develop solutions.

Customer Satisfaction:

• Ensure that all customer contacts are accurately recorded and that customer issues are addressed promptly and effectively.
• Conduct post-complaint satisfaction surveys to obtain customer feedback and improve the customer experience.
• Work to improve customer satisfaction by ensuring agents provide high-quality service.

Compliance:

• Ensure compliance with company policies, industry regulations, and client requirements.
• Stay updated on industry best practices and emerging trends in quality assurance.

Skills and Qualifications:

• Strong communication and interpersonal skills.
• Ability to provide constructive feedback and coaching.
• Good analytical and problem-solving skills.
• Knowledge of quality assurance methodologies and techniques.
• Experience in customer service or call center environments.
• Ability to work independently and as part of a team.
• Proficiency in relevant software and tools.

Job Type: Full-time

Pay: ₹20,000.00 – ₹25,000.00 per month

Benefits:

• Cell phone reimbursement
• Internet reimbursement

Schedule: Day shift

Supplemental Pay: Performance bonus

Ability to commute/relocate:

• New Delhi, Delhi: Reliably commute or planning to relocate before starting work (Required)

Education: Bachelor’s (Preferred)

Experience: total work: 2 years (Required)