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Role of quality analyst in bpo
- 20 Answers
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Answers were Sorted based on User's Feedback
Answer / prady
Maintain the Quality of the handled process as per the
ggiven parameters,
Satisfy the customerwith quality of delivery of the team of
agents.
Ensure appropriate & effective resolution has been madeto
the issues raised
| Is This Answer Correct ? | 498 Yes | 62 No |
Answer / harvinder
TO audit given no. of calls and to give feedback to agents
constant updation of call center core process
to take part in call calibrations
to be a team player with proactive approach
to motivate agents
to take steps and bring necessary changes for process
improvement
| Is This Answer Correct ? | 384 Yes | 20 No |
Answer / ebenezer
The responsibilities of a quality analyst in BPO are:
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.Bring in necessary changes to the process and constant updation of call center core process
4.To check whether the CSR has incorporated Knowledge and competence and the customer was able to comprehend to what the CSR was talking about
5.Attend call calibrations
6.To check if the CSR has used the right telephonee etiquettes,And followed appropriate hold procedures and has a given a proper resoltion for the customers request..
| Is This Answer Correct ? | 273 Yes | 17 No |
Answer / rahul khandelwal
Quality Analyst not just audits the calls, they are the backbone of any process. QA has responsibility to improve the process by feedback, Refresher sessions, Dip check etc.
| Is This Answer Correct ? | 232 Yes | 8 No |
Answer / siddharth vaikunth
quality analysr is the one who works towards continious
improvement of process.
he is the one who take cares of the process his duty is to
share the feedback for thr whole process and take steps to
improve the process by escalating the short comings to the
training department and conducts training.
| Is This Answer Correct ? | 218 Yes | 28 No |
Answer / lokesh
QA=Q(Quality) + A(Analyst)
Means should measure the process quality precisely accurate.
Analyse RCA of Existing errors.
Guide the project to team to improve themselves in future.
Effectively review MSA (Measurement System Analysis) to
ensure zero gap between customer requirement and internal
audit methodology.
| Is This Answer Correct ? | 135 Yes | 19 No |
Answer / shimpu hegde
quality analyst is the one who audits as per process
perspective. Again depends of what level of audit is he/she
doing.Process audit is different and organization audit is
different.
Processes audit where the audit level will be limited
depending on the complexity.
Organization audit where six sigma comes in to picture.
Where audit will take palce in all levels.
| Is This Answer Correct ? | 151 Yes | 39 No |
Answer / sangeetha
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. Bring in necessary changes to the process and constant
updation of call center core process
4.To check whether the CSR has incorporated Knowledge and
competence and the customer was able to comprehend to what
the CSR was talking about
5.Attend call calibrations
6To check if the CSR has used the right telephone
etiquettes, And followed appropriate hold procedures and has
a given a proper resolution for the customer’s request..
| Is This Answer Correct ? | 121 Yes | 13 No |
Answer / prakash pawar
why do you like play a role in qality analayest in banking bpo
| Is This Answer Correct ? | 102 Yes | 36 No |
Answer / sandeep
identification of threads and analys the process,bring the process towards improvement.
| Is This Answer Correct ? | 63 Yes | 11 No |
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