What do you mean by quality analyst in call centres ?
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Answer Posted / shweta
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.
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