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What do you mean by quality analyst in call centres ?
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Answer Posted / nanao
Quality Analyst in a call center indeed gives feedback to
their associates, however, he is also an executive who exhibit
and enhance the role of their associates to the client, so that
he can escalate the positive and negative points of the quality
that the client is providing to the customer, as a result the
analyst can share the call's feedback to the client and their
co-associate. And taking initiative, he can enhance the role of
their rep. by giving sandwich feedback which is one of the most
effective feedback that can be applied to the process since
no one have the same way of thinking. As a Quality Analyst,
calibrating with the client is must for the improvement of client's
knowledge as well as the associate who is taking call and
QA executive, and this will act at the later moment the most
important part in the process development and taking in to
consideration the process can take project for process
improvement and story goes on...
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