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Categories >> Call Centre >> Call Centre AllOther
 
 


 

 
 Call Centre AllOther interview questions  Call Centre AllOther Interview Questions (1998)
Question
WHAT DO YOU MEAN BY QUALITY ANALYST IN CALL CENTRES ?
 Question Submitted By :: Call-Centre-AllOther
I also faced this Question!!     Answer Posted By  
 
Answer
# 11
1.To audit the number of calls given by the client on a
daily basis
2.Record feedback and To let the Customer service rep know
about his/hers areas of improvements.
3.Satisfy the customer. Ensure proper resolution has been
made
4.QUALITY DEPT SHOWS THE STANDARD OF THE COMPANY
5. A QUALITY ANALIST IS THE BACK BONE OF THE COMPANY AS
WELL AS THE EXECUTIVES.
6.Quality is to drive towards the Orgaization goals
7.quality annalist should listen to calls in three ways
Live, side by side, listen recorded calls.
8*Quality -
as in judging the quality of the calls
9.Analyst - Then to
analyse where the agent is making the mistake and also how
can that be improved.

THESE ARE THE IMPORTANT POINTS FOR A QUALITY ANALYST IN
CALL CENTRES .........
 
Is This Answer Correct ?    8 Yes 1 No
Haroon
 
Answer
# 12
Quality Analyst is a person who monitors and analyzes the
performance of executives in call or chat. He checks
whether the executive is following the process and gives
necessary feedback and tips to improve the quality of call
for best customer satisfaction,
 
Is This Answer Correct ?    6 Yes 1 No
Arun
 
Answer
# 13
QUALITY ANALYST plays a vital role because its a medium to
of the tool which will help an organization to achieve goals
by following the set of company policies and also delivery
the best of the customer service.

Regular monitoring will help to encourage the good things
done on a call/email and also work on the areas of
improvement to meet and exceed the customer satisfaction.
 
Is This Answer Correct ?    7 Yes 3 No
Madhu Muthyala
 
Answer
# 14
Quality Analyst is something where it identifies whether
how much the agent is able to understand the concept.QA
finds the minus points and shares the feedback with them so
that they do not repeat the same mistake next time.In short
it's basically a finish given to the agent to think more
logically and understand the concept.
 
Is This Answer Correct ?    5 Yes 1 No
Asmeena Shaikh
 
Answer
# 15
QA in call center means - a person who checks the quality
of calls and analyse it whether the call meets the standart
defined by the process experts on not..if we have to define
in one word would say that it means meeting standards...
QA works on the principle of six sigma...
 
Is This Answer Correct ?    5 Yes 1 No
Arun Kumar Singh
 
Answer
# 16
A quallity analyst is one who monitors the ways in which
service is provided and works towards regularly improving
the quality of service.
 
Is This Answer Correct ?    5 Yes 2 No
Deborah
 
Answer
# 17
QA is a person who is responsible for quality calls.He must
train the executives to how handle the calls in a best
possible manner.i.e(Through soft and simple tone) by which
the customers could easily understand him/her.
 
Is This Answer Correct ?    6 Yes 3 No
Ashwinraj.a
 
Answer
# 18
Quality analyst is basically a combination of Two words who
denotes the entire meaning of this designation...Quality -
as in judging the quality of the calls. Analyst - Then to
analyse where the agent is making the mistake and also how
can that be improved. Quality analyst is the guider who
help the agents under him to grow for the next level and
its work is not to improve the calls but the caller.
 
Is This Answer Correct ?    5 Yes 2 No
Shweta
 
Answer
# 19
Hey growup guys, read the question once again its "quality
analyst in call centers".
Any BPO's first and foremost condition to its executives is
to follow the "PROCESS".
All BPO's are process oriented.
Each and every call recieved or made is recorded, and those
recorded called are then randomly monitored by the Analyst
and then given marks. based on that the Analyst has to
provide feedback to the executive about his positives and
also his areas of improvement.
In BPO's based on the quality marks u will be getting
quality incentives also every month.
So Guys first know how important the word "PROCESS" is in
BPO's.
Hope my answer might help someone who is in need.
 
Is This Answer Correct ?    10 Yes 7 No
Ashok Kumar Guntakal
 
Answer
# 20
A quality analyst plays a pivotal role, they need to focus
on providing appropiate feedback to the agents as well as
offering guidance by strenthening the adherence to the
proceedures of the company. When they encourage the
associates to work for the customers´ benefits they will be
running the extra mile and providing the service they are
supposed to provide.
 
Is This Answer Correct ?    2 Yes 0 No
Call Centers
 

 
 
 
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