Position: Call Quality Analyst
Listen to recorded or live calls between customer service representatives and customers.
Evaluate the call based on predefined quality metrics and guidelines.
- Assess and score calls on various criteria, including but not limited to, professionalism, communication skills, adherence to scripts or protocols, problem-solving abilities, and compliance with company policies.
- Feedback and Coaching:
- Provide constructive feedback to call center agents on their performance, highlighting strengths and areas for improvement.
- Offer coaching and training to help agents enhance their skills and meet quality standards.
- Reporting and Documentation:
- Maintain detailed records and documentation of evaluations, scores, feedback, and coaching sessions.
- Generate regular reports on individual and team performance for management review.
- Root Cause Analysis:
- Identify recurring issues or trends in calls and collaborate with relevant departments (e.g., training, operations) to address and resolve
- Compliance and Policy Adherence:
- Ensure that agents adhere to company policies, legal requirements, and industry regulations during customer interactions.
- Process Improvement:
- Propose improvements to call center processes, scripts, training materials, or policies based on insights gained from call evaluations.
- Training and Development Support:
- Assist in the development and delivery of training materials and programs for call center agents.
- Conduct refresher training sessions on specific skills or areas identified for improvement.
- Quality Assurance Metrics:
- Collaborate with stakeholders to establish and refine key performance indicators (KPIs) for call quality.
- Monitor and analyze performance metrics to ensure they align with organizational goals.
- Stakeholder Communication:
- Communicate findings, trends, and improvement recommendations to call center management, supervisors, and relevant departments.
- Minimum 2 years of experience as a Call Quality Analyst.
- Previous experience in a call center or customer service role is often preferred.
- Strong analytical skills and attention to detail.
- Excellent communication skills, both written and verbal.
- Proficiency in using call monitoring software and tools.
- Knowledge of industry-specific regulations and compliance standards (if applicable).
Subodh PopalwarSoftware Engineer, Memorres
About Thinksys Software
ROLE : BPO QUALITY ANALYST (QA)
EDUCATION: ANY DEGREE
EXPERIENCE: 1-5YRS (PREFERRED RELEVANT EXPERIENCE ONLY)
WORK FROM OFFICE: 24*7 (3 SHIFT/DAY-Rotational Shift)
NOTICE PERIOD : IMMEDIATE JOINEE
LOCATION : HASSAN, KARNATAKA
BPO QUALITY ANALYST-Roles and Responsibilities
- Strong analytical and facilitation skills.
- Monitoring product standards and implementation of quality control programs.
- The Quality Executive role is to ensure that the quality is maintained which is ensured through regular process compliance checks including both data as well as process audits.
- Performing the internal audit cycle based on facts.
- Planning, organizing, updating and maintaining documentation related to quality parameters.
- Highly self-motivated and directed, with keen attention to detail.
- Good time management skills
- Keeping quality documentation up to date.
- Analyzing the working progress of employees with set parameters.
- Responsible for the review and update of the program quality plans.
- Proficiency in the English language is mandatory.
Vyapar is a business accounting software (android and windows) that simplifies the process of
managing a business for millions of Indian MSMEs. The software allows users to create business transactions, share them with their customers, manage their inventory, keep track of their receivable/payable and manage end-to-end taxation.
Who uses Vyapar?
Vyapar is used by almost every type of business in India, be it retailers, distributors, Wholesalers, Manufacturers or Service Professionals. The horizontal approach towards building Vyapar allows every business to fit it into our Use case and manage it efficiently. From a small garage service center to a multi-outlet grocery store, Vyapar is
built for and used by almost the entire breadth of business types in India. As far as numbers go, Vyapar has been installed by almost 1 crore businessmen across the country
What is the role about?
Conduct regular Call audits for the Agents.
Create quality measurements to track improvement in Agents.
Execute quality improvement activities.
Adhere to support quality and standards.
Ensure Services meet customer expectations and demand
Reports creation and documenting agent’s performance.
Work closely with the team to improve calling standards.
Education and Experience
Min- 12th Pass
Proficient in relevant computer applications
Required language proficiency, especially Hindi and English
Key Competencies and Skills
Strong problem-solving abilities in technical and accounting basics.
Patience/ Soft Skills
Problem analysis and problem-solving
Team player with the ability to work with minimal supervision
Job Title: QA Associate
- Responsible for Implementing, controlling and monitoring quality management system documentation (ISO 27001) and data privacy (SOC2).
- Coordinate improvement in the system through output from audit, management review, and responsible to close NC’s during audits.
- Knowledge of SAMD (Software as Medical Device) SaaS product, processes and procedures.
3-5 years of relevant experience in Medical Devices Industry.
Area of Expertise:
- To generate, implement and maintain internal quality procedures and systems to comply with ISO 27001, SOC2 standards
- Maintaining and updating various documents like internal docs log, external log, , Obsolete docs log, DCN, ECN, CAPA, SQA/IQA log, product complaint, equipment log
- Maintaining Engineering documents like part specs, Bill of materials, Drawings, Design review documents etc
- Co-ordinate and conduct periodic internal audits of various functional groups of an organization and drive compliance to QMS.
- Manage all documentation related to internal and external audit.
- Manage all the documents related to supplier qualification and coordinate Supplier’s audit and maintain the supplier file.
- Experience in Handling of CAPA (Corrective & Preventive Actions) & Product Complaints
- Co-ordination of Management Review Meetings & its action items implementation
- 3-5 years of relevant experience in Medical Devices Industry.
- Educational Qualification – Diploma/Engineering graduate, preferably Computer Science or related.
- Ability to read and understand standard requirements independently.
- Good teamwork, communication and interpersonal skills. A demonstrated commitment to company values
- Good understanding of design control, and post marketing processes
- Knowledge of FDA / EU / Indian & other national regulations is an added advantage.
- Working knowledge of an e-QMS is an added advantage.