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Role : Quality Analyst [only Prefer candidates from international process]
Process : International Process
Shift : US
Call monitoring
Identify and give feedback on agent shortcomings in soft skills and
process knowledge.
Online/offline monitoring of agent calls to audit and scrutinize.
Daily Reports on Quality Deviations.
Auditing calls based on set parameters and Critical To Quality.
Taking training for new batches regarding quality parameters.
Reviewing the performance of the Agents
Sharing Feedback to operations regarding any deviations in
process.
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