GFL Recruitment Private Limited Hiring for Quality Analyst- BPO at Jamshedpur, Jharkhand, India

Job Title: Quality Analyst

Location: Jamshedpur

Experience: 1+ years

Job Description

We are seeking a skilled Quality Analyst to join our team in Jamshedpur. The ideal candidate will have at least 1 year of relevant experience in a BPO setting, preferably in the same role. As a Quality Analyst, you will be responsible for evaluating the quality of various customer interactions including chat, email, voice, and e-commerce transactions. Your primary goal will be to ensure that customer interactions meet established quality standards and compliance requirements.

Responsibilities

• Evaluate customer interactions across various channels including chat, email, voice, and e-commerce transactions.
• Analyze customer interactions for accuracy, completeness, and adherence to established quality standards.
• Provide detailed feedback to agents and teams based on quality evaluations.
• Identify areas for improvement in processes, procedures, and agent performance.
• Collaborate with team leaders and managers to develop and implement quality improvement initiatives.
• Monitor and track quality metrics to measure performance and identify trends.
• Conduct regular quality calibration sessions with team members to ensure consistency and accuracy in evaluations.
• Stay updated on industry best practices and regulatory requirements related to quality assurance in BPO operations.

Skills And Qualifications

• Bachelor’s degree or equivalent experience.
• Minimum of 1 year of experience in a BPO environment, preferably in a quality assurance role.
• Proficiency in evaluating customer interactions across multiple channels including chat, email, voice, and e-commerce.
• Strong analytical and problem-solving skills.
• Excellent communication skills, both written and verbal.
• Ability to provide constructive feedback in a clear and concise manner.
• Detail-oriented with a focus on accuracy and precision.
• Ability to work independently as well as collaboratively within a team.
• Familiarity with quality assurance tools and methodologies is a plus.

If you meet the above qualifications and are passionate about ensuring high-quality customer interactions, we encourage you to apply for this position.

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