Bpo Quality Analyst

TP; Hyderabad; On-site; INR 300,000 - 480,000; Full time

Job summary

TP is seeking a Quality Analyst to conduct call audits, monitor quality metrics, and provide actionable feedback to agents in Hyderabad. The role emphasizes RCA, Pareto analysis, and Six Sigma methodologies to drive continuous process improvements across the team.

The candidate will work with CSAT indicators and QC tools, applying Fishbone diagrams and feedback forms for efficient problem-solving and higher customer satisfaction. Email inquiries to [e-mail].

Qualifications

• Knowledge of call quality auditing and monitoring.
• Experience with CSAT measurement and reporting.
• Experience with RCA and Six Sigma methodologies.

Responsibilities

• Conduct call audits to identify areas of improvement and provide feedback to agents.
• Perform quality monitoring, analysis, and reporting using CSAT, Call Quality, QC Tools, etc.
• Participate in root cause analysis (RCA) and Pareto analysis to resolve issues effectively.
• Collaborate with team members for continuous process improvements through Six Sigma Quality methodologies.
• Utilize various quality tools such as Fishbone diagram and Feedback forms for effective problem-solving.

Skills

Call quality auditing

Quality monitoring

Root cause analysis

Six Sigma

CSAT

Tools

QC Tools

Fishbone diagram

Feedback forms

Job description

Roles and Responsibilities

• Conduct call audits to identify areas of improvement and provide feedback to agents.
• Perform quality monitoring, analysis, and reporting using tools like CSAT, Call Quality, QC Tools, etc.
• Participate in root cause analysis (RCA) and Pareto analysis to resolve issues effectively.
• Collaborate with team members for continuous process improvements through Six Sigma Quality methodologies.
• Utilize various quality tools such as Fishbone diagram and Feedback forms for effective problem-solving.

Regards,

Charlie

[e-mail]