Quality Analyst - Noida, India - vasitum

Description

• Responsible formonitoring evaluating and scoring inbound calls against establishedquality assurance instruments andstandards.
• Responsible for Reviewing evaluatingand scoring open and closed customer issue tickets againstestablished quality assurance instruments andstandards.
• Actively Participate in calibrationsessions employee communication sessions and/or the creation ofcommunication tools.
• Provide support andcommunicate business goals quality standards processes proceduresand policies.
• Responsible for ensuring thesales agent adheres to predetermined quality assurance standardsand the business s standard operatingprocedures.
• Responsible for conducting/leadingtraining sessions as perrequirements.
• Responsible for monitoring callsto provide feedback regarding telephone etiquette productinformation given and procedures.
• Determiningperformance expectations action plans and development plans toimprove call quality.
• Responsible for providingaccurate and timely reports on a daily monthly monthtodate andyeartodate rolling basis on call quality productivity availabilityand other key metrics asdetermined.

qualityassurance,communication,calibration,supportanalysts