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What do you mean by quality analyst in call centres ?
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Answer Posted / kiruthika
Customer experience is the main key to make profit, to gain
good name and to sustain in the market.QUALITY takes the
responsibility to achieve the goal in that arena.A QUALITY
ANALYST helps the company to stabilize the process as well
as maintain the integrity for the growth of the
agents,company last but not least for CLIENTS.A role of the
quality analyst is not only auditing calls or giving feed
backs but work in depth to find and analyze the failure
factors and prevent the major losses.An analyst always deal
with data of past, present and future.A quality analyst can
act as an agent,customer and as well as a client.For
example,he/she needs to carry out her job from all aspects.A
person is not a fault finder or a cynic but rather a
coach.Quality analyst will work under rules and regulations
given by the bpo and clients.They will do calibration among
themselves and with managers to maintain the integrity.They
will participate in client calls to analyze the factors to
improve customer experience and up selling.Their work is
effective to improve the consistency in all aspects.
| Is This Answer Correct ? | 132 Yes | 9 No |
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