Job Description
- Audit inbound and outbound calls, and email responses to assess associates' performance
- Provide one-on-one feedback to call center agents based on audits
- Collaborate with Operations to develop process improvement strategies and quality plans
- Monitor associates for correct telephone etiquette, proper hold procedures, and accurate resolution of customer requests
- Identify and highlight issues as per quality parameters
- Share daily quality reports and scorecards with the team
- Participate in internal and external calibration sessions with Quality and Operations teams
Eligibility Criteria:
- Minimum 1 year experience as a Quality Analyst in BPO/KPO sector
- Graduate in any discipline
- Excellent verbal, written, and interpersonal communication skills
- Strong listening, analytical, and multitasking abilities
- Proficiency in Microsoft Office (Intermediate Word, basic Excel)
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