Quality Analyst- Customer Care

4 - 9 Years

Job Description

1. Ensure an average of 16 call audits  Executive
2. Responsible to drive adherence of call quality & process guidelines in CS
3. Maintain Knowledge management portal
4. Responsible for briefing and debriefing agents
5. Ensure Monthly test for all agents.
6. Responsible for Call audits for all inbound and outbound queues
7. Responsible for improving quality of interaction at all customer touch points
8. SPOC for all CSAT vendors including IMRB etc.
9. Driving Csat measurements and improvement actionables across all customer touch points
10. Give qualitative feedback to agents on various gaps identified by doing quality audits
11. Help management in key pain points faced by customers

Salary: INR 1,00,000 - 4,50,000 P.A.

Industry:BPO / Call Centre / ITES

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Quality

Role:Quality Coach


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Atria Convergence Technologies Pvt Ltd

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in-the-home entertainment, education,

Today, we are closer than ever to realising it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu and Delhi. We are one of the country's most renowned cable and broadband company, bringing state-of the art services to nearly 2 million happy homes:

Fibernet (Internet over Fiber Optics)
Digital TV
View Contact Details+

Recruiter Name:Cyril

Contact Company:Atria Convergence Technologies Pvt Ltd