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Role of quality analyst in bpo
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Answer / shazia
Quality means to measure the extent of client satisfaction. Role of quality analyst is to work for process improvement by doing continous audit and giving proper feedback to the team. To find out RCA and develop a plan of action to avoid error whose contribution is highest in team. A quality analyst can provide training to users and avoid error by strengthing the areas of error. Shazia
| Is This Answer Correct ? | 35 Yes | 2 No |
Answer / gaurav rana
quality analyst is the one who audits as per process perspective, In order to improve quality of the Product or the Service.
In terms of product, it may be producing high quality product, decreasing the time of production or with easy and cost effective method.
Organization audit where six sigma comes in to picture.
Where audit will take place in all levels.
| Is This Answer Correct ? | 29 Yes | 6 No |
Answer / varun negi
Quality Analyst role is call barging, share feedback, Quality session,
| Is This Answer Correct ? | 29 Yes | 8 No |
Answer / sumit kasana
#Enable the operations teams achieve & exceed client metrics
# Perform Call monitoring, Ticket checks & Call Calibrations - Achieve targets
# Effective Coaching & feedback to entire span of agents/ service representatives
# Monitor team performance, generate reports, trends & dashboards
# Ability to analyze data & perform a thorough Root Cause Analysis
# Take new actions within & across teams, to improve productivity and share best practices
# Ability to collaborate across multiple teams for process improvements and standardization
| Is This Answer Correct ? | 10 Yes | 0 No |
Answer / ashu
Quality analyst audit the no. of calls and give proper feedback to agent for improving the process.
| Is This Answer Correct ? | 8 Yes | 2 No |
Answer / syed ismail i
Process wise:
#1 Audit the account based on client requirement. (To satisfy client)
#2 Giving feedback to the agents is part of the job.(To improve agents in process)
#3 Conducting weekly refresher meeting. (Repeated errors or new updates)
Being QA:
#1 Should be more conscientious and perfect.
#2 Need Very good conversation with Agents and management.
#3 Need more skills Based on the computer.(Excel, navigation etc...).
Thank you
| Is This Answer Correct ? | 6 Yes | 0 No |
Answer / pritam
Roles and Responsibilities of QA
1) Maintain the Quality of the process as per the given parameters,
2) Satisfy the customer with quality .
3) To audit given no. of claims and to give feedback to agents .
4) To take part in call calibrations
5) To be a team player with proactive approach
6) Motivate agents
7) To take steps and bring necessary changes for process improvement .
8) Analyse RCA of Existing errors.
| Is This Answer Correct ? | 4 Yes | 0 No |
Answer / lokesh
Quality analyst is a back bone of any process.
Qa brings in necessary changes in process.
| Is This Answer Correct ? | 2 Yes | 0 No |
Answer / dhanlaxmi servai
Call Audits and give Feedback
Do Tape review with the advisors weekly
Conduct Call Calibration with Internal and external Team
Do Dip check with the advisors for product and process
Prepare TNA / TNI for Improvement on process
Give process Suggestions and work on new projects for Improvement on product and process
| Is This Answer Correct ? | 0 Yes | 0 No |
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