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Role of quality analyst in bpo
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Answer Posted / 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
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