Job openings for bpo executive in mumbai

Mumbai

Job Summary
Must have 2 years experience as a Quality Analyst in Voice Process with any BPO/Call Center

Experience
2 years to 5 years of experience as Operations Executive in BPO / ITES mandatory
Must have 2 years experience as a Quality Analyst in Voice Process with any BPO/Call Center

Skills
training ,Communication, Voice Process ,Quality ,Advanced Excel ,Analysis
Job Description

Monitoring calls (Target will be assigned as per process / business requirement).
Rendering constructive feedback and ensuring that it is adhered to.
Monitoring performance for the bottom quartile agents.
Identifying agent/s for TNA.
Conduct call calibration with the respective Process Heads.
Publish Quality scores and Top performers for the team.
Conduct RCA of the Quality parameters.
Ensuring that the team is up-to-date on the recent updates across the process.
Conduct Quality session for new joiners.
Monitoring and assessing agents in OJT and providing feedback.
Need to know the basic Quality reporting details.
Identifying Early Warning System (EWS)
RAG analysis

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