Quality Analysts are one who measures the quality of the cases (Calls/email/forms) which are handled by the employee.
They Evaluate the score of the employee on the basis of his performance over the case using a scoring form (Manually/System generated form).
Quality Analyst need to share feedback with the employee after scoring his case
Quality Analyst work on various reports wherein they analyse the data & help in process improvement.
Quality Analyst also knew as Quality Assurance, Quality Specialist, Associate Quality, Senior Quality Analyst in a different BPO company.
Quality analyst needs to work on various reports.
RCA is also an task done by the quality analyst.
Process & quality improvement is the end target for the Quality analyst.
Quality analyst also conduct dip check huddle with team in order to improve the performance.
Other Task: Call Calibration, Client weekly call, Internal review presentation.
Watch full video 👇 to know more details on quality analyst
Part 1
Comments
Post a Comment