Quality Analyst

Location : Chennai (Looking candidate from Chennai location)
Shift time: 9.30AM - 07.00PM
Roles & Responsibilities:

BPO is the process of monitoring, evaluating, and improving the quality of customer interactions and service delivery to ensure it meets organizational standards. This involves activities like call and email monitoring, agent performance scoring, and root cause analysis to identify areas for improvement in agent performance, customer satisfaction, and compliance.

Core activities

Monitoring and scoring: A QA analyst monitors live or recorded calls, chats, emails, and other interactions to evaluate them against specific quality parameters. They score agent performance based on criteria like empathy, issue resolution, and adherence to scripts.

Feedback and coaching: QAs provide detailed, constructive feedback to agents based on their performance evaluations, identifying knowledge gaps and suggesting targeted training or coaching.

Root cause analysis: They investigate the underlying reasons for repeated quality issues to prevent future occurrences.

Reporting and analysis: QAs create reports on performance trends and quality scores to share with management and agents, recommending action plans for improvement.

Process improvement: They work with management to develop and implement quality improvement programs and ensure services align with Service Level Agreements (SLAs) and key performance indicators (KPIs) like CSAT, FCR, and NPS.

Key objectives

Enhance customer satisfaction: Ensure that customer interactions are positive and effective, leading to higher customer loyalty and retention.

Improve agent performance: Provide agents with the guidance and coaching needed to perform their jobs at a high standard.

Ensure compliance: Make sure that all interactions and processes comply with the client's policies, industry regulations, and other guidelines.

Increase operational efficiency: Help streamline processes and improve key performance metrics like Average Handling Time (AHT).

Tools and technology

Automated tools: Modern QA leverages technology like AI and machine learning for real-time monitoring and automated data analysis, which provides valuable insights into customer behavior and agent performance.

Quality tools: Various tools, such as flowcharts, Pareto charts, and control charts, are used to analyze data and improve processes.

Salary UPTO 22K BASED ON EXPERIENCE

• It is a Full Time Manufacturing job for candidates with 0 - 6 months of experience.

More about this Quality Analyst job

1. What is the eligibility criteria to apply for this Quality Analyst job?
   Ans: The candidate should be Graduate and above and above with 0 - 6 months of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹20000 - ₹27000 per month + Incentives that depends on your interview. It's a Full Time job in Chennai.
3. How many working days are there for this Quality Analyst job?
   Ans: This Quality Analyst job will have 6 working days.
4. Are there any charges applicable while applying or joining this Quality Analyst job?
   Ans: No, there is no fee applicable for applying this Quality Analyst job and during the employment with the company, i.e., Oms Healthcare.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Quality Analyst role?
   Ans: There is an immediate opening of 5 Quality Analyst at Oms Healthcare
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Manufacturing job.
8. What are the timings of this Quality Analyst job?
   Ans: This Quality Analyst job has Day Shift.